Tickets, and a stage for waiting on the customer
Zephyro ships a customer support template. Work is a Ticket, and the stages include the one every queue needs and few tools have.
- New
- Open
- Pending Customer
- Resolved
- Closed
What usually goes wrong
Half of a support queue is not waiting on you — it is waiting on the customer. A tool without that stage counts those as open work, so every report overstates the backlog and nobody trusts the number.
What the template gives you
Work named Ticket. Stages: new, open, pending customer, resolved, closed. Comments and attachments live on the ticket, so the answer and the question are in the same place a year later.
What changes
The backlog stops counting work you cannot act on. Assignment, departments and roles decide who sees what, and every change is recorded with who made it — including changes made by Claude through the connector, which are marked as the agent's.