A ticket is a record of a customer's request for assistance or support. When a customer contacts a company with a problem or issue, the company creates a ticket to track the request and ensure that it is addressed in a timely and satisfactory manner.
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Tickets are associated with a part (product or service) and can come from both internal and external users. Tickets are also used to communicate progress to the user or other impacted party.
For example, if a user calls in and files a ticket for a problem they are facing any progress would be communicated to them through the ticket.
There may be cases where mass communications (broadcast) are necessary in the event of lots of impacted or related parties (such as service status updates). In this scenario the ticket would be used to broadcast and handle communications among multiple parties, including across multiple rev orgs. Broadcast can also be used to engage customers for feedback/ideas (such as new features ideas). Scoping is important for broadcast tickets as there needs to be a differentiation between broadcast (all revs) vs. multicast (particular revs).
A ticket may be started by a rev user, a dev user, or a system (auto-created). Although tickets will be most commonly acted upon by humans, they may also be acted upon by machines.
- Fast/Slow Moving
- Resolution: [value]
- Impact: [value]
- Reason: [value]
The following figure shows the state machine for tickets.
- Queued (Q) The initial stage for all tickets. When a new ticket is created, it is automatically put into the queued stage, which indicates that it needs to be picked up by a support team member.
Work in progress (WIP)
Work on the concern reported by the user has begun. When a support team member starts work on a ticket, the ticket's stage changes to work in progress. When they require more information, they may ask the customer for additional detail (such as logs or context), in which case the stage would change to awaiting customer response until the customer responds.
In certain scenarios, the support team member may be able to resolve customer's concern. If that is the case, they would ask the customer if their resolution has resolved their concern and the stage would move to awaiting customer response. Once the concern is resolved and customer acknowledges the stage may move to resolved. If the concern is not resolved, the stage may change back to work in progress as the support team member continues to work on it.
Awaiting product assist (APA)
The support team member is waiting for a response or feedback from someone internally. They may need to escalate the ticket to get a response from someone internally. There may be a corresponding issue created to fix the defect, which would transition the stage to awaiting development.
Awaiting customer response (ACR)
The support team member requires more detail or another response from a user. In certain cases where the ticket depends on some fix (issue(s)) the stage may go from in development to awaiting customer response when the corresponding issues have been resolved and the fix needs to be validated with the user.
In certain cases, the support team member may be able to solve directly (without any required issues) in which is may change stage from work in progress to awaiting customer response to validate they have solved the problem. If either has resolved the customer's concern the stage can move to resolved.
Awaiting development (AD)
The issues on which the user's concern rely for resolution are planned but not active. When development on the issue begins the stage will transition to in development.
The ticket is determined to be invalid either by the user or the support team member. In certain scenarios, a ticket may have been created by accident and may be cancelled by the creator. In other scenarios, garbage tickets may be created through automations or because of spam. Automation or the support team member can directly close and cancel such tickets.
The goal target stage for tickets. Resolved means that the customer's concerns which led to the ticket have been addressed.
Create a ticket
Go to Support > Tickets from the sidebar on the left.
Click New Ticket on the-top right corner of your screen.
Add a title and description for your new ticket. You can also attach files related to the ticket in the description.
Select which part of the company/product this ticket is related to.
Enter other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the rev org that the ticket pertains to.
If there are other tickets or issues that relate to this ticket, click Link Records and select the relevant items.
If you would like to immediately create another ticket, select Create multiple.