This section explains how to manage the full lifecycle of tickets in Modeve for smooth issue resolution.
Modeve uses these standard statuses (customizable by administrators):
Open — Newly created, needs attention
In Progress — Someone is actively working on it
Pending — Waiting for more information, approval, or external input
Resolved — Issue fixed, awaiting confirmation
Closed — Fully completed and confirmed
Reopened — Issue returned after being closed
You can update status from the ticket detail page or by dragging cards in Kanban view.
When creating a ticket, assign it to a person or department.
Reassign anytime: Open ticket → Assign To → Select new person.
Multiple assignees possible for collaborative tickets.
Watchers — Add people who receive updates without being responsible.
Notifications are sent automatically when a ticket is assigned or status changes.
Creation → Status = Open
Assignment → Assigned to agent
Start Work → Status = In Progress
Need Info → Status = Pending + comment
Solution Provided → Status = Resolved
Client/Team Confirmation → Status = Closed
If issue returns → Reopen ticket
Inside a ticket you can:
Add public comments (visible to client if external)
Add private internal notes
Attach files and screenshots
Log time spent
Link to related projects or tasks
Create sub-tasks if needed
Assign tickets to the right person quickly.
Update status and add comments regularly so everyone stays informed.
Use clear, professional language in comments.
Resolve and close tickets promptly once the issue is solved.
Regularly review Open and Pending tickets to prevent backlog.
For learning centres, set up department routing (e.g., IT, Facilities, Admin).
Go to Reports → Tickets to see:
Average resolution time
Tickets by status
Performance per agent
Common issue types
Tip: Consistent ticket workflow improves response time and client/franchise partner satisfaction.
Need Help?
Contact your Modeve administrator to customize statuses, SLAs, or automated workflows.