Customer support / Workflow
A request needs a next step.
Support work becomes harder to follow when a request is spread across separate conversations.
The scope
Support ticketsRequest trackingOwnershipSLA handling
01
Give each request a place.
A service ticket management system for customer support, request tracking and SLA handling. The project brings the support workflow into a common place.
02
Make follow-through visible.
The workflow is organised around the request, its owner and its progress. The intended purpose is to help teams follow support work rather than depend on disconnected conversations.
The working scope
A system built around the work.
A common workflow for tracking support requests.
Project scope adapted from the existing portfolio. No response-time or SLA performance metric is claimed.