Ticketing System Workflow
Ticket Registration: Input all Ticket Assignment: Assign Ticket to Ticket Status: Work in
necessary information. the right team member Progress
Re-Open the ticket
NEGATIVE
POSITIVE
Close the Ticket User Satisfaction: Feedback
from Company or individual
Receives complains form Customer
after the ticket is closed
1. Ticket Registration:
a) Title of the ticket.
b) Content of the ticket
c) Product Type:
i. BigTure
ii. Kokofone
a) Ticket Priority: (Depending on severity level)
i. High
ii. Medium
iii. Low
b) Category
i. Technical
ii. Finance
c) Note and Remark
2. Ticket Assignment
a) Customer Client Service (1st Level Support)
b) Technical Personnel (2nd Level Support)
c) Finance Personnel (2nd Level Support)
d) Product Software Architect (3rd Level Support)
3. Response Time (Once the Ticket is assigned). “SLA”
a) With Dependency: Communicate with the customer. (E.g. Situation
beyond our control.)
b) Without Dependency: Resolved within 24hours
Dashboard with widget that displays: Open Tickets, Closed Ticket, Work in progress, etc
Ticket ID Ticket Product Category Priority Status Team Company
Title Type Member Name /
Individual
Ticketing System Access: Super Admin, Admin and User
Each department can only view the Ticket Assigned to them. Both Admin and Super Admin
can view all ticket opened or closed irrespective of the department handling the case.
Additional Feature: The ticketing system should also include knowledge-based section,
where the details of how a problem is resolved are documented for future purpose.
This part of the system must be easily accessed and retrieved at any point in time.sss
The Database table should contain the following:
Title of the Company/ Details of Date of How the Who
Incidence Individual incidence Incidence Incidenc resolved
e was the
resolved incidence
