Ticket Creation Flows

Definition:
A Ticket Creation Flow is a customizable sequence of steps that users must complete to create a new ticket. These flows are designed to gather all necessary information about a service request efficiently and effectively.

Purpose:
Ticket Creation Flows streamline the ticket creation process by ensuring users provide all relevant information based on the specific category of the service request. This minimizes time spent by users while equipping service employees with the details they need to resolve tickets efficiently.

Key Characteristics:

• Customization:
  Each flow can be tailored to suit specific use cases, differing in the type, number, and order of steps, as well as its content and settings.
  • For example, a Damage Report flow may require uploading pictures and videos and specifying the date the damage occurred or was noticed.
  • In contrast, a General Request flow might be shorter, requiring only a basic description and offering optional attachment uploads.
• Specificity:
  By aligning the flow with the service request category, users answer only the questions that are essential for the request. This ensures that service employees receive all necessary details without overwhelming users.
• Responsibility Assignment:
  Each flow can assign different groups of employees as responsible for handling tickets created through it. This ensures that requests are directed to the appropriate team for swift resolution.

Key Benefits:

• Efficiency:
  Simplifies ticket creation by guiding users through a structured process, minimizing the risk of missing critical information.
• Consistency:
  Ensures all tickets meet predefined standards, improving service quality and response times.
• Optimized User Experience:
  Provides users with a ticket creation process that asks only relevant questions. By tailoring the flow to the specific service request, it ensures a streamlined and efficient experience for users.
• Improved Workflow:
  Ensures tickets are routed to the right group of employees (Smart Routing), reducing delays and manual effort.
• Scalability:
  Allows platform operators to define multiple Ticket Creation Flows for different use cases, ensuring scalability across diverse service requests.

Further Reading:
For more details on how to create and configure Ticket Creation Flows, read the article "Ticket Creation Flows" (article).