Pseudo Flow

Help Desk Workflow

1. Ticket Creation

   • The customer initiates contact through email, chat, phone, or social media.

   • The automated system creates a ticket.

2. Ticket Assignment

   • The ticket is automatically assigned to the appropriate support team or agent based on predefined rules.

3. Ticket Prioritization

   • Tickets are prioritized based on urgency and impact.

4. Problem-Solving

   • Support agents work on the ticket, and may request further information from the customer.

   • If necessary, the ticket is escalated to higher-level support or specific departments.

5. Resolution and Closure

   • Once the issue is resolved, the ticket is closed.

   • Feedback is requested from the customer.

6. Follow-up

   • Optional follow-up to ensure the issue remains resolved and to maintain customer satisfaction.