[IncRnd]

> If a ticket is closed upon completion, it stands to reason that creating a ticket is "opening" it.

That's faulty reasoning.

At the inception of a ticket, it is first created and then opened. It is common to have these programmed to work as a single button push, but they are two actions, and creation always happens first, even when the ticket is not opened. Later, when the ticket is completed, it gets closed.

When you go into your house, an opening must first be created, either a doorway or some other hole in the wall like a window. Then, after the hole is created, you can enter the house.

[james_marks]

Not faulty reasoning, good UX.

What you’re describing is putting a priority on technical correctness instead of how the user will experience it.

Open and Close are natural opposites, and intuitive UX. Does the user care that technically the ticket needed to be created before it could be opened?