Ticket lifecycle

In this area, we’ll simulate the lifecycle of a ticket, from the opening to the closing.

Each user can land on the platform in two ways:

1. Thanks to the dedicated button on the Teams application bar

2. By landing on the dedicated website

Users can see, in the main page, two different buttons:

1. New ticket

2. Manage tickets: by clicking here, each user will see their tickets only

Opening a ticket

When users open a ticket, they’ll be asked to fill in the following information:

• Area: the first level of classification of the ticket

• Topic: the second level of classification of the ticket

• Priority: Low, Medium, High

• Custom properties: in the example you’ll see Business Unit, Company, Country, Language and Department. These properties can be added, removed and customized ad you’d rather

• Subject: the title of the ticket

• Description: the explanation of the issue

• Attachments

Once the users are done with filling in, they must click on Save. Also, the “Cancel” button is available, for the users to completely discard the ticket and come back to the Manage Ticket area.

Once a user opens a ticket, a notification system starts. If you want to read more about it, click here.

Manage tickets

Once the ticket is open, agents and managers inside the corresponding group will receive an email.

The Groups are associated with the Topics. Click here to discover how to set the Topics and the corresponding Groups.

In the email, the agent will have an overview of the issue and can click on the links to open the ticket directly via Teams or browser.

The agents can click the link they’d rather (browser or Teams) and land on the corresponding ticket.

Thanks to this dashboard, the agent can proceed in managing the ticket:

• Check the support request (they can also move the ticket to another area or topic if needed)

• Assign the topic to themselves or another agent

• Check other parameters that have been set (click here to read more about the custom properties)

• Proceed in analyzing the ticket and answer the user, this is possible thanks to:

  • The possibility to write a message for any further questions

  • The possibility to use quick replies, if previously set (click here to see how to do so)

  • The possibility to arrange a meeting, if this is needed to solve the issue in a quicker way

• Change the ticket status:

  • Open

  • In progress

  • Pending

  • Solved

For any of these steps, a system of notification is ready to align all the parties involved in the support request. Click here to read more about the notifications system.