Live tracking, without a second status board

Status is not a rumor in a side chat. The ticket carries NEW through CLOSED, with pause states when the clock should stop.

Staff see the queue they are allowed to see: admins the whole workspace, agents their assignments, their teams, and globally unassigned work.

Customers follow the same record in the portal. They do not see the internal desk. They do see that the request is owned and moving.

The inbox is a split view. Opening a ticket keeps the list. New arrivals show up on a short poll, so a background tab is not a live wire.