Domains / Customer Management/ Business Process

Handle Support Ticket

Business Process Organization active

Overview

Handle Support Ticket covers the intake, triage, resolution, and closure of customer support requests. It integrates with tenant context to provide agents with account-specific information during resolution.

Steps

  1. Customer submits support ticket via portal or email
  2. System classifies ticket priority and routes to appropriate queue
  3. Support agent reviews tenant context and issue details
  4. Agent investigates, resolves, or escalates the issue
  5. Resolution is communicated to the customer
  6. Ticket is closed and satisfaction survey is triggered

Relationships

→ Serves outgoing 1
Target Element Element Type
Tenant Deactivated Domain Event

Architecture Context

Diagrams

Properties

Type Business Process
Layer Organization
Domain Customer Management
Status active
Owner Platform Team

Additional Metadata

Specialization E2E Process
Value Stream Customer Lifecycle

Meta Model

Business
Organization current
Application
Technology

Actions