Use case · Self-Care & Customer Care
Support Ticket Resolution
Agent resolves and closes a support ticket after addressing the issue.
CRMTicket Mgmt
Support teamPrimary actor
Self-Care & Customer CareCategory
2Modules involved
At a glance
Primary actorSupport team
OutcomeIssue solved and recorded
Main flow
The usual path from start to finish.
- 1
- 2
- 3
- 4
- 5
Exceptions & alternate flows
Customer not satisfiedReopen
Systems & modules involved
CRMTicket Mgmt
Business rules
- Verify identity before changes
- Every interaction recorded
- Clear SLAs per ticket priority
KPIs to watch
- First-contact resolution
- Self-service adoption
- Customer satisfaction
Standards & references
TMF629Customer Management
TMF621Trouble Ticket
TMF683Party Interaction
This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.