| 1. USER GUIDE TEMPLATE |
Operations Knowledge Base
Understanding Ticket Statuses
Use this guide when you want to understand the status displayed on a ticket.
| KB-004 | Date: Sep-26 | Reading time: 3-5 min | Audience: Staff and Collaborators |
| TOC | NOTE |
| TIP |
| SUMMARY Ticket statuses show where your request is in the Freshdesk workflow and whether any action is required from you, an approver or Operations. | <PHOTO> |
| IMPORTANT The status shown on your ticket is the best indicator of the current workflow stage. If the ticket is waiting on you, respond through the ticket so processing can continue. |
| BEFORE YOU BEGIN | |||
WHO CAN USE | WHAT YOU NEED | RELATED POLICIES | |
Core ticket statuses
| Status | What it means | What you need to do |
| Open | The request has been received and requires action. | No action unless requested. |
| Pending | The request is paused while an internal or external action is completed. | Monitor the ticket for updates. |
| Waiting in Customer / Requester | More information or action is required from you. | Open the ticket and respond. |
| Resolved | The requested work has been completed. | Review the outcome and reply if further assistance is required. |
| Closed | The ticket is complete and no further action is expected. | No action. |
Travel-specific statuses
| Status | Meaning |
| Waiting on supervisor | Supervisor approval has been recorded and the request can progress. |
| Supervisor Dissapproved | The request has not been approved by the supervisor and is returned for follow-up. |
| Waiting on A/director OPS | The request is awaiting Operations approval. |
| A/Director OPS Approved | Operations approval has been recorded and the request can progress to the booking-choice stage. |
Revision History
| Version | Date | Author | Comments |
| 1.0 | Sep 2026 | Operations Team | Initial Draft |
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article