What Is Ticket Lifecycle?

Ticket Lifecycle connects helpdesk statuses to automated actions — when a ticket hits the status you configure, the system runs triage, routing, or both.

Where to find it: Admin Panel → Ticket Lifecycle

Key Concepts

• Lifecycle Rule: A single status-to-action mapping. You choose a helpdesk status, an optional filter, and what should happen when a ticket enters it.
• Triage: Automatically categorizes the ticket using a Triage Policy you select.
• Routing: Automatically assigns the ticket using a Ticket Assignment Policy you select.
• Filter: An optional condition that narrows which tickets the rule applies to. Leave it blank and the rule applies to all tickets entering that status.
• Workflow toggle: Controls whether the rule fires automatically. When off, the rule is saved but will not trigger until enabled.

How It Works

Each Lifecycle Rule reads like a sentence: when a ticket is [created/updated], and the status is [X], and optionally the ticket matches [filter], then [action].

You can configure three types of actions:

• Triage only — categorizes the ticket using the selected Triage Policy
• Route only — assigns the ticket using the selected Assignment Policy (filter required)
• Triage & Route — runs triage first, then routing (filter required)

Disabling the Workflow toggle pauses automation only. Triage and routing remain available manually from the ticket screen at any time.

Common Use Cases

• Automatically triage every new ticket when it enters "New" status, so no ticket sits uncategorized.
• Route tickets to the right team when they move to "In Progress," using an assignment policy that matches your team structure.
• Run triage and routing together on a specific status so tickets are categorized and assigned in one step.
• Narrow a rule to a subset of tickets by adding a filter — for example, only tickets with a specific priority or ticket type.