XFatora

Ticket Workflow

Handle tickets from intake to resolution with clear ownership.

Ticket Workflow screenshot 1 Ticket Workflow screenshot 2 Ticket Workflow screenshot 3

What you can do here

  • Capture tickets from customers and internal teams.
  • Assign owners, priorities, and statuses.
  • Resolve and close tickets with documented steps.

Before you start

  • Support Desk access is required.
  • Set up ticket statuses and priorities.
  • Ensure notification templates are enabled.

Step-by-step

  1. Review new tickets in the Support Desk queue.
  2. Assign an owner and update priority.
  3. Reply to the customer and log resolution steps.
  4. Close the ticket once confirmed.

Tips & Common mistakes

  • Use internal notes for context that should not go to customers.
  • Update ticket status to match progress.
  • Escalate tickets early if they need specialist review.

FAQ

How do customers receive updates?

Ticket replies are sent to the customer contact email.

Can I reopen a ticket?

Yes. Update the status back to open and continue the thread.

Where do I see ticket metrics?

Use Support Desk reports and dashboard widgets.

Next steps

AI Sales Assistant for Tickets Support Desk Overview Dashboards & Reports