Ticketing System

The Ticketing System within the Werbooz Workspace platform is a robust tool designed specifically for managing internal issues, requests, and feedback within an organization. This system allows company teams to efficiently log, track, and resolve issues related to their operations, helping maintain smooth communication and workflow.

Key Features

The Ticketing System is built to optimize the internal management of tasks, issues, and requests. It provides a streamlined process for internal teams, ensuring every team member can address and resolve tasks promptly. The main features include:

1. Ticket Creation

Tickets can be created by any team member within the organization. When creating a ticket, team members will be required to provide the following details:

• Subject: A concise description of the issue or request.
• Messgae: A detailed explanation of the issue, including any necessary context or steps to reproduce.
• Department: Individual can select the department as well.
• Priority: Define the urgency of the issue (Low, Medium, High).
• Category: Type of ticket (e.g., Bug, Technical Support, Feature Request, Internal Process, etc.).
• Attachments: Option to attach relevant files (screenshots, documents, etc.).

2. Team Assignment and Routing

Once a ticket is created, it can either be automatically routed or manually assigned to the appropriate team or individual based on the type of issue or the department responsible. Teams can be set up for specific types of tickets:

• Support Team for user-facing issues.
• Engineering/Dev Team for technical bugs or system failures.
• HR/Operations Team for internal process-related tickets.
• and so on...

3. Ticket Status Management

Each ticket has a status that indicates its current state in the workflow. The key statuses include:

• Open: The ticket has been created but not yet reviewed.
• In Progress: A team member is actively working on the ticket.
• Resolved: The issue has been addressed, and a solution is ready for review.
• Closed: The ticket has been successfully resolved and verified.

The status updates help internal teams track the progress of their tasks and ensure timely resolution.

4. Priority Levels and SLAs

To ensure critical issues are addressed on time, tickets are prioritized according to their urgency. This helps teams focus on high-priority tasks first. The priority levels include:

• Low: Non-urgent issues or suggestions that can be addressed later.
• Medium: Issues that need attention but don't impact critical operations.
• High: Urgent issues that require immediate attention, usually affecting team productivity or critical systems.

Along with priority levels, Service Level Agreements (SLAs) can be set for each ticket, outlining the maximum time within which the issue should be resolved based on its priority.

5. Ticket Messages and Internal Collaboration

Internal teams can collaborate directly within the ticket interface by leaving messages. These messages help team members share updates, ask clarifying questions, or provide progress reports.

6. Automated Workflow

The Ticketing System can automate many aspects of ticket management to reduce manual effort:

• Ticket Routing: Automatically route tickets to specific department based on predefined rules (e.g., technical issues routed to the Engineering team).
• Escalation: Automatically escalate unresolved high-priority tickets if they are not addressed within the specified SLA time frame.

This automated workflow ensures that every ticket gets the right attention from the right team without requiring manual intervention.

7. Ticket Resolution and Feedback

Once a ticket is resolved, the assigned team member can mark it as "Resolved" and provide a solution summary or action taken. The ticket creator (or relevant team member) is notified to review the resolution. They can:

• Accept the resolution, which then marks the ticket as "Closed."
• Reject the resolution if the issue persists, which will reopen the ticket for further action.

This feedback loop ensures that all issues are properly addressed and validated before closing.

8. Reporting & Analytics

The system includes detailed analytics and reporting features to help teams track the performance of the Ticketing System. Key metrics include:

• Average Resolution Time: How long it typically takes to resolve a ticket.
• Tickets by Priority: Number of tickets in each priority category.
• Team Performance: Average time to resolve tickets by individual teams.
• SLA Compliance: Percentage of tickets resolved within the SLA time frame.

These insights help teams analyze their efficiency and identify bottlenecks or areas for improvement.

9. Permission Management and Access Control

The Ticketing System integrates with Werbooz’s Team Management feature, allowing administrators to define detailed permissions and access controls for each user. Permissions can be customized to specify:

• Ticket Creation: Who is allowed to create tickets.
• Ticket Assignment: Who can assign tickets to specific teams or individuals.
• Resolution: Who can mark tickets as resolved or closed.
• Ticket Viewing: Who can view or access specific tickets based on their role or department.

This level of control ensures that only authorized users can perform critical actions within the system.

Workflow

1. Ticket Submission
   Users submit tickets detailing the issue, category, and priority. Internal tickets can also include custom fields to capture specific internal needs.

2. Ticket Assignment
   The system either automatically or manually assigns tickets to the appropriate team or individual, ensuring it’s routed to the right person for resolution.

3. Ticket Progression
   The assigned team works on the issue, and the ticket progresses through stages (Open → In Progress → Resolved → Closed).

4. Internal Communication
   Team members can collaborate on tickets by adding messages or notes to resolve the issue effectively.

5. Resolution & Validation
   Once resolved, the ticket is marked for review. If validated by the ticket creator, it’s closed. If not, the ticket is reopened and reassigned as needed.

6. Reporting & Analytics
   Throughout the lifecycle of the tickets, reports and analytics are generated to assess team performance and identify areas for improvement.

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Conclusion

The Ticketing System within Werbooz Workspace is designed specifically for internal use within the organization, allowing teams to manage internal requests, feedback, and issues with ease. With features such as automated routing, priority management, real-time collaboration, and detailed reporting, it ensures that teams can operate efficiently and address problems quickly, minimizing delays and maximizing productivity.