Support Ticket Workflow

Contents

TheSupport Ticketworkflow helps handle and log all support issues.

Using the Support Ticket workflow

Note:

The first three steps should be filled out by the User with the IT problem and they should choose their company as the Client, and their name as the Client Staff.

1. ClickTasksto navigate to the Dashboard, then click+Create New Task.
2. Choose a Client and Client Staffand click Create Task.
3. Choose the Support Ticket Workflow and click Add Task.
4. Fill out the required fields and click Save. This will update the Task status toRequest Received.
5. Click the Assign Team Member button and assign a Team Member to resolve the ticket. This will update the Task status to Staff Assigned.

1. Now that the User has been assigned, they can go to the Task page and click the greenAccept Taskbutton. This will update the Task status toIn Progress.

1. If the User does not accept the task they can click on the redTask Declinedbutton. This will return the Task status torequest receivedand you will have to reassign a User by following step 5.

1. If there is an issue stopping the request from proceeding, the User can enter the details in the blocked box and submit the details by clicking the redBlockedbutton. This will update the Task status toBlocked. If the status is changed toBlockedit will require you or the User to provide notes on the issue in the box provided on the Task page.

1. Once the issue has been resolved, return to the Task page and provide feedback and click the blueResolvedbutton. This will update the Task status toIn Progress. If the issue is yet to be resolved, provide feedback and click the redBlockedbutton. You can repeat this process until the issue is resolved.

1. The User will then have to confirm the ticket was completed by clicking the greenIssue Resolvedbutton. If the User does not confirm that the issue is resolved and has been completed for four days, the ticket will automatically close.

---

Ready to automate your workflows?

SwiftCase helps operations teams streamline their processes with powerful workflow automation, case management, and AI-powered communication tools.

Book a demo | View pricing | Explore the platform