1. Agent: The Agents field represents the ticket is assigned to whom
2. Status: This should be used like below
Open: When the customer is waiting for the resolution from your end the ticket status should be open
Waiting on Customer Response (WCR): If you are waiting for a response from the customer to resolve the issue then put on Waiting on Customer Response.
Waiting on Third Party (WOTP): If you are waiting for the third party customer ( Owner / Tenant) to resolve another customer (Owner / Tenant ) issue you will use this.
Resolved: When we know the customer issue is resolved we have to update the status as resolved by notifying the customer.
Group: Based on the sub-line and content of the email the ticket has to be assigned to a particular group.
Priority: Based on the importance of the issue the priority has to set as Urgent / Medium / Low.