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These stages may be represented in different ways depending on the ticketing system being used, but they generally follow a similar process flow. By understanding the ticket lifecycle stages, support teams can efficiently manage and resolve requests and issues, resulting in higher customer satisfaction and support team productivity.
Intake - The ticket is created when a user submits a request or issue to the support team.
Assignment - The ticket is assigned to a specific agent or group of agents responsible for handling the request.
Working the Issue in progress
- The assigned agent begins working on the ticket by gathering information, troubleshooting, and communicating with the requester.Pending: If the ticket requires further information or clarification, it may be placed in a pending status until the requester provides the necessary details.
On-hold: If the ticket cannot be resolved immediately or requires action from an external party, it may be placed on hold until the issue can be resolved.
Escalation - If the ticket is not resolved within a certain timeframe or requires further attention, it may be escalated to a higher level of support or management.
Resolution
- The ticket is resolved when the issue or request has been resolved to the satisfaction of the requester.
Closure - The ticket is closed once it has been resolved and the requester has confirmed that the issue or request has been resolved to their satisfaction.
Follow-up - In some cases, the support team may follow up with the requester after the ticket has been closed to ensure that the issue or request has not resurfaced.
