什么是工单生命周期？
A ticket can go through various phases throughout its lifecycle. Typically when a ticket first comes in, its status is New. Once an agent answers the ticket, its status is changed to Answered. If a customer replies back to the same ticket, its status is changed to Open. After that, an agent can either answer the ticket again (and same process continues) or simply resolve the ticket and the status will be changed to Resolved.
在工单生命周期内，您也可以推迟工单，将其标记为垃圾、删除或消除工单。
All actions associated with a ticket are marked with a timestamp in the ticket thread. Keeping track of these timestamps can be very useful, especially if you need to access your online ticket history. This is why it is important to choose a ticket support software that offers detailed ticket tracking and reporting.
Expert note
工单生命周期是指工单在不同阶段所处的状态。从新工单到已回复、已打开、已解决，了解这些状态可以帮助优化客户服务。
