Ticket Management Workflow in Sprinklr Service Self Serve
Updated
These all are sequential steps once a ticket is created within the platform
Ticket Creation and Initial Status:
Ticket Creation: A ticket is created when a message (comment, mention, direct message, or email) is received on the Sprinklr Self-Serve platform.
Initial Status: All tickets are initially assigned the status "Open" by default.
Ticket Queue Assignment:
Queue Detection: The system identifies the appropriate ticket queue based on predefined conditions, such as the source platform (email, Facebook, etc.).
Agent Availability:
The system checks for available agents in the identified queue.
If an agent is available, the ticket is assigned to them; otherwise, it waits in the queue.
Agent Engagement:
Agent Actions:
Once assigned, agents can engage with the ticket by replying, updating ticket properties, adding notes, etc.
Ticket Status Options :
Note : As long as the case/ticket is assigned to the agent (under assignee field, agent is assigned), it will occupy the capacity of the agent.
Open:
Default status for tickets requiring assistance.
No Response Required:
Agents can use this status for tickets unrelated to the services.
Status of the ticket reverts to "Open" upon customer reply.
Awaiting Response:
Used when a customer fails to respond;
Status of the ticket reverts to "Open" upon customer reply.
Escalated:
Used when an agent cannot provide a resolution.
Automatically reassigned to the supervisor to whom the agent is a Reportee
The Status of the ticket remains unchanged when the customer replies.
Internal Hold:
Used when waiting for information from someone other than the customer.
Appears as open to customers.
The Status of the ticket remains unchanged when the customer replies.
Closed: Tickets can be closed in two ways:
Change Status to Closed:
Keeps the case assigned to the agent.
If the customer replies, the ticket reopens with the same agent.
Occupies the agent's capacity.
Mark as Closed:
Unassigns the case from the agent.
If the customer replies, the ticket reopens in the queue.
Does not occupy the agent's capacity.
Advanced Routing Workflows within Ticket Queues :
Say, if a ticket is closed using “Mark as Closed” ; when the end user replies – the ticket reopens and goes in the same queue where it meets the predefined conditions. If you want the same agent who handled the ticket earlier to be assigned that ticket, you can leverage the functionality of Advanced Routing Workflows. Within this workflow, you can set up the following :
1. Status on which tickets can be assigned to users
2. Stickiness time duration in which reopened tickets should be assigned to same user
3. Time after which tickets will be re-assigned to other users if stickiness user is busy 4. Additional Status on which stickiness tickets can be assigned to users
What this ensures is that you can align the same agent to be assigned the reopened ticket and leads to no impact on capacity.
Impact on Reporting for ticket closed through Mark as closed or through status change:
The un-assignment of the case/ticket from the agent does not impact the reporting data. The data is still reflected accurately for the agent to whom the ticket was initially assigned. In other words, even though the ticket may show as "unassigned," the reporting data is tied to the original agent.
Additional Notes:
Agent Capacity:
Closing a ticket using "Mark as Closed" does not occupy the agent's capacity since the case is unassigned when the ticket is closed through this option. While for any other status, since the agent remains assigned to the ticket, agent capacity is occupied.
Conclusion:
This flow ensures a streamlined process for handling tickets in Sprinklr Service Self Serve, with clear distinctions for each status and its implications on agent workload and reporting.