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trouble ticketing

Ticket Creation

Gather all necessary information from the user, including contact details, description of the issue, and any relevant error messages.

Verify the user's identity and permissions if required.

Assign a unique ticket number or ID to the new ticket.

Categorize the ticket based on the type of problem or the affected system.

Prioritize the ticket based on its urgency and impact on business operations.

Ticket Assignment

Assign the ticket to the appropriate support team or individual based on the category and expertise required.

Notify the assigned person or team about the new ticket and provide them with all the relevant details.

Ensure that the assigned person has the necessary access and resources to address the issue.

Ticket Resolution

Investigate the reported issue thoroughly, gathering additional information if needed.

Analyze the problem and identify the root cause.

Develop a plan or strategy to resolve the issue effectively and efficiently.

Implement the solution and document all steps taken to fix the problem.

Test the resolution to ensure it has resolved the reported issue.

Notify the user about the progress and resolution of the ticket.

Ticket Closure

Verify with the user that the reported issue has been resolved to their satisfaction.

Obtain user confirmation and approval to close the ticket.

Update the ticket status to "Resolved" or "Closed" in the ticketing system.

Archive the ticket for future reference and record-keeping purposes.

Conduct a post-resolution review to identify any lessons learned or areas for improvement.

Ticket Escalation (if necessary)

If the ticket cannot be resolved within the agreed-upon timeframe or requires higher-level expertise, escalate it to the appropriate support level or management.

Clearly communicate the reasons for the escalation and provide all relevant details to the escalation point.

Maintain communication with the user to manage expectations during the escalation process.

Monitor the escalated ticket closely to ensure timely resolution and keep all stakeholders informed.

Continuous Improvement

Regularly review and assess the ticketing process to identify bottlenecks or areas for improvement.

Solicit feedback from users and support teams to gather insights and suggestions.

Implement necessary changes or updates to streamline the trouble ticketing process.

Train support staff on any new procedures or improvements made to the ticketing system.

Monitor key performance indicators (KPIs) related to ticket resolution time, customer satisfaction, and overall operational efficiency.

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