How is a composite state written?

state InProgress { … } with its own [*] --> substate transitions inside the braces. The composite state name must match the name used in the outer transitions.

Can I add notes to states?

note right of OnHold : text places a note beside the state; left of puts it on the left.

Will the diagram be too small in Word?

Switch the scale to 3x before exporting; state diagrams are usually narrow, so scaling to page width in Word keeps them readable.

Support Ticket State Diagram Template

Ticket lifecycle as a state diagram: unassigned, in progress, on hold, awaiting confirmation, resolved and closed, with in progress expanded as a composite state. For support and IT ticketing design; free PNG, Word and PowerPoint export.

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Edit the text, pick a theme, export Word / PowerPoint / PDF

When to use it

Design documents and operating manuals for customer support, IT helpdesk and after-sales ticketing systems. "In progress" is a composite state expanded into diagnose, fix and verify: the outer level shows the lifecycle, the inner level the detail, in one diagram.

Making it yours

Edit the composite state inside state InProgress { … }, or delete the block if you do not need the detail.
Add SLA deadlines to the transition text, for example Unassigned --> InProgress : assigned within 30 minutes.
Add reopening with Closed --> InProgress : Reopened by customer.

Mermaid code

stateDiagram-v2
    [*] --> Unassigned : Ticket submitted
    Unassigned --> InProgress : Assigned to an engineer
    InProgress --> AwaitingConfirmation : Solution proposed
    InProgress --> OnHold : Waiting for a third party or more information
    OnHold --> InProgress : Information received
    AwaitingConfirmation --> Resolved : Customer confirmed
    AwaitingConfirmation --> InProgress : Customer reports it is not fixed
    Resolved --> Closed : No objection within 3 days
    Closed --> [*]
    state InProgress {
        [*] --> Diagnose
        Diagnose --> Fix
        Fix --> Verify
        Verify --> [*]
    }

Ask an AI for one with this structure

Send the prompt below to ChatGPT or Claude, then paste the whole reply into the editor; the code inside is detected automatically.

Draw a support ticket state diagram in Mermaid stateDiagram-v2 syntax with states Unassigned, InProgress, OnHold, AwaitingConfirmation, Resolved and Closed. A submitted ticket is Unassigned, assignment moves it to InProgress, which can go OnHold (waiting for a third party or information) and back when information arrives; a proposed solution moves it to AwaitingConfirmation, customer confirmation to Resolved and a "not fixed" report back to InProgress; Resolved becomes Closed after 3 days without objection. Expand InProgress as a composite state with Diagnose, Fix and Verify. Output only the mermaid code block.

FAQ

How is a composite state written?: state InProgress { … } with its own [*] --> substate transitions inside the braces. The composite state name must match the name used in the outer transitions.
Can I add notes to states?: note right of OnHold : text places a note beside the state; left of puts it on the left.
Will the diagram be too small in Word?: Switch the scale to 3x before exporting; state diagrams are usually narrow, so scaling to page width in Word keeps them readable.

Support Ticket State Diagram Template

When to use it

Making it yours

Mermaid code

Ask an AI for one with this structure

FAQ

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