Ticket status

While a ticket is open, its status tells you where it is right now. The status badge combines three things: the stage of the ticket, which side holds it, and who is working on it. Signal shows the same status live, in two tracks: Razviel and your brand.

The three parts of a status

• Flow — the stage: Backlog, Solving, Solved or Escalated.
• Owner — which side holds the ticket now: Razviel or Brand, your team.
• Handling — who is working on it: the AI, or a person. On the Razviel side, the person is a Human Node. On your side, it is one of your agents.

The ten statuses

On the Razviel side

• Backlog — Razviel — the ticket reached Razviel and no one has acted on it yet.
• Razviel · AI Solving — the AI is handling the ticket.
• Razviel · Node Solving — a Human Node is handling the ticket.
• Escalated · Razviel · AI — the AI sent the ticket to your team.
• Escalated · Razviel · Node — a Human Node worked on the ticket and sent it to your team.
• Solved — Razviel — Razviel resolved the ticket.

On your side

• Backlog — Brand — the ticket is with your team and no one has acted on it yet.
• Brand · AI Solving — your team is handling it with an AI of its own.
• Brand · Agent Solving — one of your agents is handling it in your helpdesk.
• Solved — Brand — your team resolved the ticket.

Escalated exists only on the Razviel side. It is how Razviel tells you that your team takes over. Your team is the last step, so there is no escalated status on your side.

Why some statuses hide who is working

In Backlog, no one has acted yet. In Solved, the work is finished. Both show only the owner. The record still keeps who resolved the ticket, and that is what your reports read.

How a status changes

• A ticket escalated because no Human Node capacity was available at that moment can come back: its status returns to Razviel · Node Solving when capacity is restored, in the order the tickets were escalated.
• A ticket escalated because your team should decide it, such as a case with no policy or a legal threat, stays with your team.
• Escalated tickets are resolved in your own helpdesk. Razviel has no console for your team to resolve them in.

On your side, Razviel knows what your helpdesk reports. A status is never shown for a stage your helpdesk has not reported.