FlowchartDiagram
Client's Phone
Call / Email
Collect All Data
from Client
Request
Feature /Ideas
Request
Assitance?
Stored
Collected
Data
Can be solve
immediately?
Create/
UpdateCompleted
Ticket
Create Open
Low priority
Ticket
Assign Ticket to
concerned
department
Address
Problem
Solve?
Internal decision to
inform client
Request Client
Satisfactory
Survey
Close Ticket
Request
Feature /Ideas?
Evaluate if the
feature request
is possible
Is Approved?
Implement
Feature
Request
End
Perform
Solution
Determine the
action that needs to
be done
Priority High?
Tagging Ticket
to Priority High
or Low
Inform Client that
requested feature
is not possible
Is ticket exists?
End
Assign to someone
who can solve the
problem (For low
prior attenders and
no existing ticket)
Client will aknowledgement
email from system
including the ticket thread
and ticket number
Create/ Send
Ticket
Via Email / Via
Phone
Phone
Email
Support /Feature
Request
Feature
Request
Support
Departments selection
HR
Dept2
Create Automatic low
Priority support ticket
Assign Ticket
Support 1
Support 2
Support 3
Confirmation/Verification
of Feature
Response to client
/
Acknowledgement
Resolved?
Yes - Close
Ticket
No - Escalate
Re-Assign ticket
Support lvl 2
Support lvl 2
Support lvl 2
Response to client
Respond to
client of
approval/denied
Close Ticket
Request
Assistance
Y
N
Y
N
Y
Y
Y
Y
N
N
Y
N
N
N