Page 25 - Business Requirement Document 0.3
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The workflow defines the tickets flow from scratch, for example how the client created
the ticket and then how the system performs the categorization of the ticket based on
different parameters and workflow rules. Then in the next step how the tickets get
assigned to the agents. Once the agents get assigned to the ticket they need to revert to
the ticket based on the Turn around time defined by the manager. In this case the
managers/team leads can easily track the tickets status and send reminders in form of
notifications to the specific agents.
As per the exhibit 7, the customers can reach out by five different channels and create a
complaint which comes in as a ticket in Desk. Then Desk checks the workflow rules and
verifies the customers SLA, post verification the tickets go to the support agents who
analyse and provide resolution to the customer and parallelly store the take away in the
knowledge base.
The support agents respond to the customer with a solution and in reply the customer
acknowledges with feedback and the ticket gets closed accordingly. The managers then
can have a detailed analysis of all the tickets flowing in on daily basis for better
solutions.
Exhibit - 7
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Customer Sign-off
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