1. Ticket Inception and Triage
Trigger: Customer submits a ticket.
Action: The ticket is officially created within Freshdesk.
Action: Freshdesk Automations handle automated categorization and priority assignment.
Decision: Is the ticket received by the correct Group?
No: The ticket is reassigned to the correct department, then proceeds to the next step.
Yes: Proceeds directly to the next step.
2. Initial Communication and Investigation
Action: A first response is sent to the customer.
Decision: Is more customer information needed?
Yes: The agent requests more information from the customer.
Customer Response? If No, the system loops back to requesting more information. If Yes, the process moves to analysis.
No: Proceeds directly to analysis.
Action: The agent analyzes the issue.
3. Resolution and Pending States
Decision: Can the issue be resolved immediately?
Yes: The agent provides a solution to the customer.
No: The agent sets customer expectations regarding the delay and submits the ticket as Pending.
While Pending: Is a solution now available?
No: The agent follows up as needed and the ticket remains in the Pending state.
Yes: The agent provides the solution to the customer.
4. Quality Assurance and Closure
Trigger: A solution has been provided to the customer.
Decision: Does the solution require monitoring?
Yes: The ticket is submitted as Pending again to await confirmation of stability (looping back into the pending resolution cycle).
No: The ticket is marked as Closed/Resolved.
End State: The ticket is officially closed.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article