Workflows

Active work and history

Use list_tickets_by_customer without dates for active tickets. Use search_tickets with from and to dates for closed tickets, customer history, and multi-day reports. An empty active list does not prove that historical tickets do not exist.

Detail and lifecycle

Use enrich_ticket for related ticket detail. Use post_ticket_note for progress and update_ticket_status for OPEN, IN PROGRESS, PENDING, or CLOSED.

The upstream note field is Note with a capital N, and IN PROGRESS includes a space.