Supporting a customer: the journey of a service ticket from the moment an issue arrives to a resolved, closed case, with the whole conversation kept in one place.
What you will learn
- How a ticket flows from raised to resolved
- How priority, category and teams route the work
- How the customer portal lets customers self-serve
The journey, step by step
1
A ticket arrives Service
A customer raises an issue, by email, by your staff, or through the guest portal, and it becomes a ticket.
2
Triage and route Service
The ticket is given a priority and a category, and routed to the team (or the individual) that handles it.
3
Work it Service
The conversation thread holds the back-and-forth with the customer and the internal notes, so anyone picking it up sees the full history.
4
Resolve and close Service
Once the issue is sorted, the ticket is completed, with its history kept for reference.
Where it crosses modules
- Service to Sales – the customer on a ticket is the same customer you sell to, so support and sales share the relationship.
- The portal – customers can raise and track their own tickets without an account in your main system.
Common variations
- Guest portal self-service – customers log in by a permalink and auth code.
- Internal tickets – staff can raise tickets too, not just customers.
Related
- Module: Service
- Reference: Service Customer
Want to do it, not just understand it? Each step links to its reference page; for click-by-click steps, follow the How To guides.