Design statuses to track tickets through the Helpdesk process

[micheleidesmith]

Review the admin process diagram and other documents.

May need to work with Philip and Lauren to find out how they prioritise and work out what they need to do on tickets.

https://docs.google.com/document/d/1DEP34H_fugMzyMH1PwyJBKVmhCfIp4ksfG4qifwryag/edit?usp=sharing