Status — open, waiting on you, in progress, resolved, closed.
Thread — every comment, update, and attachment in one place.
Power moves
Reply by email: it appends to the thread with the ticket number in the subject.
Reference another ticket by number to link related work.
Attach screenshots and logs directly — no need to host them elsewhere.
"Waiting on you" tickets: reply anything, even "still checking", and ownership flips back to us.
Closure
Resolved tickets ask for a quick confirmation. Auto-close happens after the confirmation window; a reply reopens it — a closed ticket is never a locked door.