Reply, assign, and resolve tickets

For support agents

1. Open the ticket and review the request details and earlier messages.
2. Assign the ticket to the responsible agent when ownership needs to be clear.
3. Reply in the ticket thread with an update or question.
4. Update the status as work progresses and mark it completed when the request is resolved.

Keep work moving

Keep the status current and make each update useful: explain what was checked, what was found, what happens next, and when the requester can expect another update.

When a ticket is complete, record the outcome and action taken before selecting the correct final status. When a ticket remains in the Done state for five minutes, Beemcute sends a completion notification to the relevant users.

Internal notes

Agents and administrators can use internal notes for team-only context. Internal notes are not shown to the requester.

Status changes, assignments, and messages are recorded in the ticket timeline so the work remains traceable.