Ticket workflow

Tickets move through New, Acknowledged, Assigned, In Progress, waiting states, Escalated, Resolved, Closed, Cancelled, or Archived.

Assignment may move a new ticket to Assigned. Resolution requires a written resolution and records resolvedAt. Closure is a separate support.approve action and records closedAt. Comments are internal by default and remain local records.

Tickets may link customer, project, installed system, invoice, and quote context.