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A ticket in SeaTicket represents a single unit of work. It can come from an external issue—such as a customer request or bug report—or be created manually as an internal task that needs tracking. Regardless of its source, SeaTicket provides a unified place to view, manage, and collaborate on all tickets throughout their lifecycle. With SeaTicket, people can:
  • Track and manage issues in one place
  • Collaborate with teammates on tasks and resolutions
  • Assign responsibilities and follow up on progress

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Ticket user roles

As you work with tickets, you’ll encounter several types of users associated with each ticket:
  • Creator: The person who creates the ticket.
  • Assignees: The responsible responder once the ticket is assigned.
  • Participants: Team members involved in handling the ticket or participating in discussions are automatically included.
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The ticket lifecycle

Each ticket progresses through several stages from creation to resolution.
  1. Open – New: When a support request arrives, it’s automatically created as a ticket and assigned this status.
  2. Open – Working on: The responder updates the ticket to this status when actively addressing the issue.
  3. Open – Waiting on user: If the responder needs additional information or has a follow-up question, the ticket moves to this status while awaiting the requester’s response.
  4. Closed – Completed: The issue has been resolved and the ticket is closed.

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Reopening tickets

If a closed ticket’s issue is not fully resolved, a responder can reopen it. SeaTicket supports several reopen options — including reopening as New, working on, or Backlog — depending on the current situation. For full details on reopening, see Updating and Solving Tickets.