Cerb brings order to a busy team inbox with bot powered email management and workflow automation. Used by thousands of teams for 15+ years. For production, use: https://github.com/cerb/cerb-release/
One of the ticketing application we used in the past (cerberus helpdesk) had a field you could update called "Next step" which was showing up in the ticket list view. You could put a short description such as "waiting for cabling company to pull new cat6 on May 10th", or "Need to contact datacenter support". So you could tell the precise status of each ticket just by looking at the ticket list.
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