Ticketing Workflow

Roles Defined

1. Platform Support

   • Triages incoming tickets.
   • Marks tickets as "Reviewing" and assigns categories.
   • Completes Tier 1 tickets and may act as a Platform Engineer for those tickets.
   • Decides whether to reply with a solution, assign the ticket to themselves, or escalate/assign to another party.
   • Provides solutions or escalates tickets as needed.
   • Communicates with customers and updates ticket statuses.

2. Platform Engineer

   • Reviews and works on tickets assigned to them.
   • Completes Tier 2+ tickets.
   • Marks tickets as "In Progress" and performs the necessary work.
   • Communicates with customers as needed and marks tickets as "Done" upon completion.

3. Customer

   • Submits tickets and receives notifications about the status of their requests.
   • Provides feedback after the ticket is resolved.

Ticketing Flow

1. Dedicated Platform Support Role

   • A dedicated team member in the platform support role will be responsible for triaging tickets.

2. Receive Ticket

   • Ticket status is set to "Pending".
   • Customer receives a "Request Submitted" notification.
   • Can also receive tickets via redcap_helpdesk inbox

3. Support Staff Fields Ticket

   • Marks ticket as "Reviewing".
   • Assigns a category if needed.
   • Decides on the next action:
     • Reply with Solution: Provides a solution and closes the ticket.
     • Assign to Self: If it's a long-running request, assigns the ticket to themselves and marks it as "In Progress".
     • Escalate/Assign: If needed, escalates or assigns the ticket to the appropriate party.
       • Status marked "Assigned"
     • If request takes more than X hours should be escalated to next tier.
   • Person assigned receives a notification.
   • Customer receives a status update notification, including details such as escalation and an ETA if possible.

4. Engineer Reviews Ticket

   • Marks ticket as "In Progress".
   • Customer receives a notification that work has begun on their ticket.

5. Perform the Work

   • This may include communication with the customer, either within or outside the ticket system.

6. Complete the Work

   • Assigned tech adds final comments and marks the ticket as "Complete".
   • Customer receives a notification that their request is complete.

7. Collect Customer Feedback

   • After the ticket is resolved, sends a feedback form to the customer to gather insights for future improvements.

Suggestions for Improvement

1. Automate Notifications: Ensure that notifications are automated to reduce manual work and improve efficiency.
2. Standardize Communication: Use templates for customer communications to ensure consistency and professionalism.
3. Add Timeframes: Specify expected timeframes for each step to manage customer expectations better.
4. Feedback Loop: Include a step for collecting customer feedback after the ticket is resolved to improve future service.

Diagram

flowchart TD
    A[Receive Ticket] -->|Ticket status pending| B[Customer gets request submitted notification]
    B --> C[Support staff fields ticket]
    C --> D[Mark ticket as reviewing]
    D --> E[Assign category if needed]
    E --> F{Reply with solution?}
    F -->|Yes| G[Close ticket]
    F -->|No| H[Assign to self and mark as in progress]
    F -->|No| I[Escalate/assign to appropriate party]
    H --> J[Customer gets status update notification]
    I --> K[Person assigned gets notification]
    K --> J
    J --> L[Tech reviews ticket]
    L --> M[Mark as in progress]
    M --> N[Customer gets notification that work has begun]
    N --> O[Perform the work]
    O --> P{Include customer communication?}
    P -->|Yes| Q[Communicate in or out of the ticket system]
    P -->|No| R[Work complete]
    Q --> R
    R --> S[Tech adds final comments and marks ticket as done]
    S --> T[Customer receives notification that request is complete]
    T --> U[Collect customer feedback]