It is the responsibility of the tech who is the primary resource on the ticket to update the status of the ticket after performing work on a ticket, communicating with the customer or for other reasons as appropriate. 

List of Situations and their Related Ticket Statuses:

• Admin needs to do something – use status “FOLLOW UP NEEDED: ADMIN.” Add a note to specify what needs to be done and who is to do it. You should generally alert the admin via a note that includes an email notification. (Tip: Use the Ticket Template 008 "Tech Handoff to Office Admin.")
  

• Primary resource on the ticket need to do something – use status “Follow Up Needed:Resource.” Add a note to specify what needs to be done . You should generally alert the team member via a note that includes an email notification. If this status is set, it is the responsibility of the primary resource on the ticket (whether office admin or technician) to take the next steps on this ticket, whether administrative or technical.
  

• When Admin needs to coordinate work to be done with the end user - use status "FOLLOW UP NEEDED: ADMIN"
  

• We are waiting to hear back from client on a technical issue - use status WAITING CUSTOMER. (This status triggers a Workflow rule after five days which sends a reminder to the customer that we are waiting to hear from them). Do not use this after sending a scheduling link. 
  

•   We have sent a scheduling link to a customer so they can schedule work. Use status SCHEDULING LINK SENT. Note: If TZ sends the scheduling link, this status will be set by TimeZest . If, alternatively, you include the scheduling link in a ticket note to the customer, you must set the status to SCHEDULING LINK SENT manually. TZ will not do it because you are bypassing the TZ integration. 
  

• We are waiting until an item arrives that the customer ordered before further action can be taken – use status “WAITING CUSTOMER.” Don't use Waiting Vendor because we do not have a direct relationship with the vendor. We are waiting for the customer. 
  

• When the ticket has been completed, including all checklist items checked off - use status "COMPLETE"  User-defined field "Time Entries Done" should be marked complete as well.
  

• When the ticket needs to be addressed at a later date - use status "DEFERRED" and set due date for the date it needs to be addressed. If you don't update the due date, the ticket can get lost indefinitely. 
  

YOU MUST UPDATE THE DUE DATE WHEN DEFERRING A TICKET. If you don't update the due date, the ticket can get lost indefinitely. 

• When a ticket is in the initial stages of being evaluated (triaged), but we want to indicate that we are paying attention to it so someone else doesn't take it, use status "IN PROGRESS." This status should be used sparingly. 
  

Please don’t mark a ticket as “waiting customer” if we are waiting for a deposit on hardware. Waiting customer means we are waiting for a response regarding a technical issue or problem. If we're waiting for payment, use "PENDING PAYMENT."

Waiting Customer status and Complete status can be set by sending an email. See instructions.

• We are working on it – no specific appointment. This is for work assigned to a tech does not require any interaction with the customer and does not need to be scheduled because it can be done as soon as time permits (e.g., backup checks, minor background projects). The ticket contact will NOT be notified or reminded of the “appointment” – use status “No Appt Needed - To Do” and move to assigned tech's TODO queue
  

• We've scheduled the work but it's done behind the scenes so we don't need to schedule at all with the customer, use Scheduled. 
  

• The customer doesn't need to be there but does need to stay off the machine. They don't need to call in. Use Scheduled. 
  

• Ticket has been completed. Use Complete. (Generally, the ticket contact will receive an email via WF Rule notifying them that ticket is complete.)
  

• We are waiting until an item that we ordered arrives before further action can be taken. Use status “Waiting Vendor. Vendor in this context refers to a seller of goods such as hardware or software to us, not directly to customer. The waiting vendor status is for when we're waiting for our vendor, not the customer's vendor. In the latter case we use the "waiting customer" status.
  

• User missed an appointment. Tech should use status NO-SHOW: remote customer. See  How to "Cancel" a Service Call in AutoTask. (A workflow rule will fire, causing an email to be sent to the ticket contact informing them they missed the appointment.)