Retail Ticketing Process

Customer support ticketing system for retail operations, handling refunds, exchanges, product issues, and general inquiries

Objective

Efficiently resolve customer issues through a structured ticketing system while maintaining high satisfaction levels

Participants (4 roles)

customerServiceRep: Customer Service Representative
teamLead: Team Lead
assignedRepresentative: Assigned Representative
serviceManager: Customer Service Manager

Input

Customer issue or inquiry via phone, email, or chat

Output

Resolved ticket with customer satisfaction confirmation

Process Flow

100%
flowchart LR
    node0["Ticket Creation"]
    node1["Ticket Assignment"]
    node2["Resolution"]
    node3["Confirmation"]

    node0 --> node1
    node1 --> node2
    node2 --> node3

    classDef default fill:#1e293b,stroke:#3b82f6,stroke-width:2px,color:#e0e7ff,padding:10px

Performance Metrics

1-3 days

Avg. Completion Time

12 hours

slaAssignment

24-48 hours

resolutionTime

500-1000 tickets

monthlyVolume

Stages Overview

100%
PROPERTIES
STAGE 1
Ticket Creation
STAGE 2
Ticket Assignment
STAGE 3
Resolution
STAGE 4
Confirmation
Stage Owners
Customer Service Representative
Team Lead
Assigned Representative
Customer Service Representative
Stage Workers
-
-
Customer Service Representative
-
Duration
15-30 minutes
1-12 hours
1-24 hours
30 minutes - 1 day
Output Fields
• Issue Category*
• Priority Level*
• Issue Description*
• Assigned To*
• Assignment Notes
• Expected Resolution Time*
• Resolution Type*
• Resolution Details*
• Follow-up Required*
• Issue Resolved*
• Customer Satisfaction
• Additional Comments
To-dos
• Capture customer issue with relevant details
• Categorize ticket and set priority level
• Analyze ticket requirements and expertise needed
• Assign to available representative
• Investigate issue and implement solution
• Document resolution details
• Contact customer to confirm resolution
• Collect satisfaction feedback

Automation Rules

Automation 1: Field Value Alert

If Priority Level equals, Then send notification to Team Lead with message: "Critical ticket created - immediate assignment required"

high

Automation 2: Custom Automation

If stage_overdue, Then escalate to Customer Service Manager with message: "Ticket resolution overdue - escalation required"

Workflow Summary

Total Stages

4

Total To-dos

8

Output Fields

12

Automations

2