Ticketing 101: Ticket Lifecycle

In terms of contact center, every interaction between end-user and customer service agent have a common general pattern:

1.   End-user, a.k.a customer, contact a customer service agent

2.  Customer service agent gives service to the customer to fulfil their need

3.  Interaction ends

On 3Dolphins SRM Platform, the interaction above applied as a ticket lifecycle, whereas a ticket represents an interaction between the customer and an organization or a company. Every ticket would have stages to get through and will represent in status its attached within.

The first interaction started by the customer, either an inquiry or a complaint would automatically change into a ticket to then distributed by 3Dolphins SRM. This is where the ticket journey start.

  1. Assigned

After accepted by the agent, the ticket status would turn as assigned. The agent would get notifies at the moment.

  • Open

When the agent opens the ticket to start a conversation, the ticket status would automatically turn into ‘open’. In this condition, the agent might; 1) directly reply the ticket, or 2) takes time to do background-checking of previously gained information.

  • Pending

The time agent starts to interact with the customer, tickets would set up as pending, as the problem solving is still on the process.

4.  Closed

On normal case, the agent had no difficulties in serving customer until its done, so the status might change to closed.

If not, the options to choose are:

1.  Escalation

Agents are able to escalate some tickets to their supervisor in the urge to help the problem-solving. Often it takes team coordination to solve the problem, and therefore agent perhaps needs to have a supervisor’s validation to start on the teamwork.

2.  Transfer

On some cases, the agents are grouped based on particular skillset or topics, and any mismatch topics are possibly transferred to the expertise. An inquiry about vehicle purchase were automatically put to the agent from warranty matters, and escalate feature lets the agent to transfer it to the agent from purchasing matters.

3.  Reassign

Last options, reassign, is the only option available for the supervisor to move a ticket from an agent to another agent. Some use-cases are

1)         It’s when the teamwork problem solving has done and the agent has to keep an eye to the following up resolution.

2)         The supervisor simply needs to shift the liability to another agent or themselves.

As the ticket turns into a new assigned ticket for the current agent, the ticket lifecycle would start from the beginning and didn’t involve the previous agent to the process.

The conditions explained above are the ideal process of ticket lifecycle to then easily be solved; what if it’s on the peak moment of usage?

To face the peak moment, 3Dolphins SRM features queue and maximum assignment for the agents have their maximum number of responsibility to do at a time, so the exceeding sum will automatically move to other agents or left unassigned.

These queuing unassigned ticket would automatically distribute to agents who haven’t done the sum of their maximum number after they finished the ticket they are currently handling.

To know more about ticket lifecycle, you can refer to our documentation at docs.3dolphins.ai or simply click here.

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