> For the complete documentation index, see [llms.txt](https://docs.alemba.com/asm/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.alemba.com/asm/asm-hermes/use-asm/using-asm-core/managing-your-tickets-calls-and-ipk/user-chased-tickets.md). # User Chased Tickets When a ticket has been chased, you will see a status change based on what has been configured. For example, USER-CHASED. #### Understanding User Chase in ITSM The **User Chase** feature within IT Service Management (ITSM) systems enables users to actively follow up on their support tickets. This action can trigger a status change in the ticketing system, for instance, to `USER-CHASED`, indicating that the user has sought updates or expedited resolution on their issue. **Why Allow Users to Chase a Ticket?** 1. **Improved Communication**: By allowing users to chase tickets, organizations enable a two-way communication path, ensuring that users are not left in the dark regarding their issues. 2. **Increased Transparency**: It provides users with a sense of involvement in the resolution process, enhancing transparency around support operations. 3. **Priority Reassessment**: When a ticket is chased, it may prompt support staff to reassess the priority or urgency of the issue, potentially leading to faster resolution times for critical problems. 4. **Enhanced User Satisfaction**: Giving users the ability to prompt for updates can significantly improve user satisfaction and trust in the IT service management process. {% hint style="info" %} To easily see tickets that have been chased, you can add the **Call Status** column to your **Call Search Results**. {% endhint %}