At a glance
Tracks customer issues from creation to resolution against SLAs.
Key data
Receives from
- CRM
- eCare
- Monitoring
Sends to
- Support teams
- Notifications
- Reporting
Ticket Types
Four types of support tickets — each with its own lifecycle and handling rules
Request
Service change or fulfilment requested by the subscriber — plan change, add-on activation, SIM exchange etc. Standard lifecycle applies.
Problem
Subscriber-reported service issue or fault — network quality, billing error, device issue. Requires investigation and resolution.
Enquiry
General information request — pricing, plan details, coverage, account queries. Typically resolved in a single interaction.
Survey
Customer satisfaction or feedback collection. Follows a simplified lifecycle — auto-closes after a configurable period regardless of agent action.
Ticket Lifecycle
Status flow for Request, Problem and Enquiry tickets
Urgency levels: Low · Normal · High · Critical | Sources: Phone · Chat · Email · Self-care Portal
3-Level Category Classification
Every ticket is classified through a configurable 3-level hierarchy — enabling routing, reporting and SLA assignment
Ticket Type
Top-level classification: Request, Problem, Enquiry or Survey. Determines the lifecycle and available categories below.
Category 1
Primary classification within the ticket type. Configurable set of unique values per type. Auto-populated based on ticket type selection.
Category 2
Secondary classification within Category 1. Configurable set of unique values. Drives downstream routing rules and SLA tiers.
Category 3
Tertiary classification. Configurable set of unique values. Not applicable for Survey type. Enables granular reporting and root-cause analysis.
Integration with CRM
How the Ticket Management module integrates with the CRM portal
Module Capabilities
What the Ticket Management module provides
Ticket Creation
- Create tickets from within customer account screen or standalone search
- Mandatory fields: title, type, category 1–3, source
- Optional: description, urgency, notes, attachments, tags
- Assign to specific agent or group at creation
- Link ticket to subscriber phone number from active lines
- Customer account auto-linked to ticket on creation
Ticket Search
- Search across all tickets or scoped to a specific customer account
- Filter by: ID, type, category, status, urgency, source
- Filter by agent, group, creation date range, resolution date
- Pre-configured dashboard views by status (Open / Assigned / In Progress etc.)
- Results table with sortable columns
- Direct navigation from ticket ID to ticket detail screen
Ticket Details
- Full ticket detail screen with all attributes and audit trail
- Inline editing of title, urgency, status, assigned agent/group
- History tab showing all status transitions and agent actions
- Notes and worklogs visible in chronological order
- Resolution reason recorded on Resolve action
- Customer header persisted at top of screen for context
Lifecycle Actions
- Assign and Start — assign to self and set In Progress in one action
- Assign to User / Group — reassign from ticket listing or detail
- Start — set status to In Progress
- Resolve — record resolution reason and set Resolved
- Close — confirm closure
- Cancel — mark as cancelled from any active state
- Reopen — reactivate a Resolved or Closed ticket
Assignment & Routing
- Assign to individual agent by name search
- Assign to agent group for team-level management
- Category-based routing rules — tickets can be auto-routed by categorisation
- Dashboard views scoped per agent and per group
- Callback date scheduling for follow-up with subscriber
- One primary group per agent — assignment validated on create/update
Audit & History
- Full audit trail per ticket: who created, modified, assigned, resolved, closed
- Timestamps recorded for all lifecycle transitions
- On-hold tracking with holder and timestamp
- Resolved and cancelled by agent recorded
- No deletion — cancelled tickets hidden from active lists, retained for audit
- Worklog/notes prohibited on Cancelled and Closed tickets
Ticket Search Filters
Attributes available to search and filter tickets
Storage & Persistence
How and where the Ticket Management module stores its data
Document Data Store
- Ticket documents: type, category, status, urgency, assignment
- Audit trail documents: all state transitions with agent and timestamp
- Category configuration documents: 3-level hierarchy and routing rules
- Callback scheduling state per ticket
Async Event Bus
- Ticket created event — notifies Interaction Management
- Ticket resolved / closed event — triggers survey if applicable
- Assignment change events for dashboard updates
- SLA breach alerts for escalation
Audit Log Store
- All agent actions on tickets: create, update, assign, resolve, close
- Worklog and note entries per ticket
- State transition history with timestamps retained permanently
Design Principles
Key architectural decisions behind the Ticket Management module
Configuration-driven Categorisation
The 3-level category hierarchy is driven by a configuration file rather than hardcoded schema. This allows the support operations team to update category structures, add new ticket types and adjust routing rules without a code release.
CRM-native Integration
Tickets are not managed in a separate tool. The Ticket Management module surfaces fully within the CRM portal via the BFF layer. Agents see ticket context alongside the customer account, order history and subscription — no context switching required.
Immutable Audit Trail
All ticket state changes are recorded with agent identity and timestamp. Tickets are never deleted — cancelled and closed tickets are hidden from active views but retained in the data store for compliance and audit purposes. Worklogs on closed tickets are explicitly prohibited.
Categorise and route tickets automatically from their text.
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