Use explicit ticket states
Open, waiting for customer, under review, resolved and closed states make responsibility visible and reduce duplicate work.
Keep one source of truth
Replies, attachments, internal notes and status changes should share a single ticket history with timestamps and actor information.
Separate customer and internal notes
Support teams need private operational context without exposing it to the customer. Permissions should enforce that distinction.
Design for escalation
Fraud, payment, privacy and technical incidents may need different owners. Categories, priority and escalation history help route sensitive cases correctly.