Customer support / Free editable template

Support ticket lifecycle states template

A ticket lifecycle is easiest to agree as a state diagram. This example shows the six states most help desks use, the event that moves a ticket between them, the reopen path when a customer replies after a fix, and whether the SLA clock is running, paused or stopped in each state. A table underneath says who acts next in every state.

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Support ticket lifecycle states example showing six ticket states with sla clock status, transitions labelled with what triggers them, a table of meaning and who acts next per state
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Name your states

    List the statuses your help desk really uses and merge any that mean the same thing to the customer.

  2. Draw the transitions

    Connect the states with arrows and label each one with the event that moves the ticket, including automatic ones such as closing after four days.

  3. Decide the clock rules

    Mark where the SLA clock runs and where it pauses, then make sure your help desk settings match the drawing.

Questions about this template

Can I add states my helpdesk uses?

Yes. Add a state box, connect it with labelled arrows and add a row to the table saying whether the SLA clock runs, pauses or stops.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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