The Ticketing Workflow provides a structured approach to managing customer issues from the initial contact to final resolution and reporting. It ensures seamless collaboration between front-office and back-office teams, promotes transparency, and helps organizations meet service-level agreements (SLAs) while maintaining customer satisfaction.

Key Benefits

• Transparency: Clear linkage between interactions and tickets.

• Efficiency: Automated workflows and ticket linking.

• Compliance: SLA monitoring and reporting dashboards.

Key Concepts and Terminologies

The following are the key concepts and terminologies involved in the ticketing workflow:

Interaction

An interaction refers to any instance of a customer reaching out through a supported communication channel.​

• Voice calls: Each call is treated as a separate interaction.

• Digital channels (email, WhatsApp, SMS, social): Subsequent messages on the same channel for the same unique ID are merged (based on defined conditions) into a single interaction until the case is closed.

​

Types of Interactions

• First Interaction: The initial contact from a customer regarding a specific issue.

• Follow‑up Interaction: Any subsequent contact from the same customer about the same issue, linked to the original interaction.

Case

A case is created for each interaction between the customer and the agent. Cases capture the conversation and its status during the support process.

• Parent Case: First interaction

• Child Case: Ticket

Issue

An issue represents the specific problem reported by the customer, such as internet outage or billing discrepancy.​

Ticket

A ticket represents an issue being worked on. It serves as a record that tracks the issue from creation to resolution, and is used to manage ownership, progress, and reporting.

​

Issue X – New Issue

• First Interaction (A): Since this is the first time Issue X is reported, the system creates Ticket 1.

• Follow-up Interaction (B): This is still about Issue X, so instead of opening a new ticket, Interaction B is linked to Ticket 1.

All conversations and updates about Issue X are grouped under Ticket 1, keeping everything organized in one place.

Issue Y – New Issue

• First Interaction (D): This is a brand‑new issue, unrelated to Issue X. The system creates Ticket 2.

Because Issue Y is separate, it needs its own ticket. This ensures that progress, ownership, and reporting for Issue Y are tracked independently from Issue X.

Participants

• Customer: Initiates interaction via any channel (Call, WhatsApp, SMS, Email, Social Media).

• Front Office Agents: Directly interact with customers, create and update tickets, provide first-line resolutions, and ensure clear communication throughout the support process.

• Back Office Agents: Work behind the scenes to resolve complex issues, update tickets with technical or specialized actions, and support front office teams without direct customer contact.

Preconditions

• Agents with correct access to communication channels.

• Unique customer identifiers (Order ID, Account ID) are available for linking interactions.

​Understanding Ticketing Primary Flow (Internet Not Working Scenario)

Let’s understand the ticketing workflow through the scenario Internet Not Working, which shows how customer interactions across multiple channels are consolidated and linked to a single issue and ticket within the system.

Customer Interaction

Customer touchpoints across different channels (calls, messages, emails) are captured as interactions and linked to the same issue.

• Interaction A (Phone Call): Customer calls the telephony provider. A new interaction is created for Issue X. This becomes the first interaction.

• Interaction B (WhatsApp Message): Customer sends a WhatsApp message. Linked to Issue X and Ticket 1. Becomes a follow‑up interaction.

• Interaction C (Email): Customer sends an email. Linked to Issue X and Ticket 1. Becomes a follow‑up interaction.

​Ticket Creation

Tickets are generated and tied to issues, ensuring all related interactions are consolidated under a single ticket.

• Ticket 1 created for Issue X (linked to Order ID).

• All first and follow-up interactions (A, B & C) are linked to Ticket 1.

​Resolution / Escalation

Agents or the system perform troubleshooting steps to resolve the issue. If resolution is not immediate:

• The ticket remains open.

• Additional troubleshooting actions are logged until the issue is resolved.

​Closure

Once the issue is resolved, tickets and interactions are closed, and the customer is informed.

• When Ticket 1 is marked Closed, all linked interactions for Issue X are also closed.

• The customer receives a notification confirming resolution.

​Reporting

System and agents track performance metrics to monitor service quality.

• SLA compliance and resolution times are recorded.

• Dashboards are updated to provide real‑time visibility into support operations.

​Exception Handling

When a customer reports a different issue, a new ticket is created and linked to its own identifier (such as an Order ID).

Example:

• Customer reports a new billing issue, separate from the internet outage.

• The system/agent creates Interaction D as the first interaction for Issue Y.

• Ticket 2 is generated and linked to the billing issue.

Postconditions

• Ticket status updated to “Closed”.

• SLA compliance recorded.

• Customer satisfaction ensured.

Workflow Diagram

The diagram below illustrates the ticketing workflow.

​

Reporting Example

Reporting in the Ticketing Workflow provides clear visibility into how customer interactions are linked to cases, tickets, and issues.

Unique ID: ABC | Issue A 

Unique ID: ABC | Issue B 

 ​