A ticketing workflow provides a structured approach to managing customer issues from the initial contact to final resolution and reporting. This ensures seamless collaboration between front-office and back-office teams, promotes transparency, and helps organizations meet service-level agreements (SLAs) while keeping customers satisfied.

Workflow Example

Scenario: A customer calls their telephony service provider because their internet is not working.

Steps

1. The front office agent receives the call and logs the issue as a ticket.

2. The ticket is assigned to a back-office agent for resolution.

3. The back office works to troubleshoot and fix the problem.

4. Once resolved, the ticket is marked as closed.

This process applies to multiple ticketing workflows in Sprinklr, regardless of the channel or service type.

Understanding the Ticketing Workflow

A well-structured ticketing workflow has three main components: Front Office, Back Office, and Reporting, each with clearly defined roles and responsibilities.

Front Office

The front office is the customer-facing team that initiates the process.

Key responsibilities:

• Customer Contact: Customers can reach out via voice calls, chat, email, social media, or other channels.

• Ticket Creation: The front-office agent captures detailed information (using the GW system) and creates sub-cases if needed for complex issues.

• This ensures the concern is recorded accurately for processing.

Back Office

The back office works behind the scenes to investigate and resolve tickets.

Key responsibilities:

• Ticket Assignment: Skill-based routing ensures the right agent handles the issue.

• Ticket Updation: Agents log progress, actions, and pending requirements in the system.

• Ticket Reassignment: If needed, tickets can be sent to specialized teams for further action.

• Ticket Resolution: Once resolved, the status is updated, and the customer is notified.

Reporting

Reporting is crucial for monitoring efficiency and ensuring continuous improvement.

Key responsibilities:

• Real-Time Reporting: Dashboards track open and resolved cases for proactive management.

• SLA Adherence: Resolution times are monitored to ensure compliance and identify bottlenecks.

Stages of the Ticketing Workflow

1. Customer Reach Out – Customer contacts the brand.

2. Ticket Creation – The issue is documented by the front office.

3. Ticket Assignment – Routed to the most qualified back-office agent.

4. Ticket Updation – Continuous progress logging.

5. Ticket Reassignment – Redirect if unresolved.

6. Ticket Resolution – Problem fixed and communicated to the customer.

7. Reporting – Performance and SLA compliance tracking.