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What is the workflow for a trouble ticket system?

April 26, 2017system Workflow

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What is the workflow for a trouble ticket system?

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When a user submits a ticket online: 1) an email is sent to a specified email address – typically the support agent, a ticket is created in the system, and the ticket record is associated with the user’s record. The support agent gets the email, and opens the ticket. The ticket includes the customer’s description of the problem, and a link to their information. The support agent can access the customer’s account to troubleshoot the issue. The agent can escalate the ticket or reassign it to another user and send an informational email to the second user. The agent responds to the customer and closes the ticket.