End-to-end workflows
How work moves through Helpdesk from start to finish, who does each step and what the system does in response.
On this page (8)
Ticket life: raise -> route -> SLA -> escalate -> resolve -> close
Who: Agent A1 (helpdesk_agent), Leader L, Manager M (helpdesk_manager)
| # | What the person does | What the system does |
|---|---|---|
| 1 | M: configure team IT (Least loaded, default SLA Standard 8x5), members A1, A2 agents and L team leader; chain L2 = IT-L2 collaborate, MANAGER at 100% | Team, members and chain saved |
| 2 | M: routing rule 'Printers to IT' (category Hardware Issue -> IT, priority high) | Rule listed |
| 3 | A1: New Ticket 'Printer not working - Dubai office', category Hardware Issue / Printer, requester +971501234567, team 'Routing decides'; Save | HD number; team IT; priority High; agent = least loaded; status Assigned; SLA dues on Dubai working hours; History Created + Assigned |
| 4 | Assigned agent: Reply 'We are looking into it.' | First response Met; status In Progress |
| 5 | A1: Escalate (level blank, reason) | L2; IT-L2 collaborating; L2 leads notified |
| 6 | Let the ticket pass 100% of the window; M: Dashboard > Run SLA check | 80/90/100 alerts raised once; automatic MANAGER escalation (notify) |
| 7 | Agent: Resolution Type Fixed, note; status Resolved; Save | Resolved; open escalations closed; SLA chip Met or Missed |
| 8 | Owner: status Closed; Save | Closed |
| 9 | Open History | Every step in order with authors and SLA before/after |
Transfer between teams with manager approval
Who: IT agent A1, FS agent F1, FS leader FL
| # | What the person does | What the system does |
|---|---|---|
| 1 | Set FS 'Transfers into this team' = The manager approves | Saved |
| 2 | A1: Transfer team -> FS, reason Field visit required, SLA Pause until accepted | Ticket stays with IT; banner waiting 'by its manager'; SLA Paused; FL notified (approval) |
| 3 | F1 opens the ticket | No Accept/Reject buttons |
| 4 | FL: Reject without a reason, then with 'Not our area' | First refused 'Say why the transfer is rejected.'; then stays with IT, clock resumes, A1 notified |
| 5 | A1: transfer again; FL: Accept | Team FS, agent by FS method, Previous Team IT; dues moved by the paused working time |
| 6 | Check Dashboard (team FS) and analytics | Transferred In +1 for FS; Transfer acceptance hours shown |
Specialist then return
Who: IT agent A1, FS agent F1
| # | What the person does | What the system does |
|---|---|---|
| 1 | FS acceptance automatic. A1: Transfer to FS, reason Specialist required, Keep original SLA | FS owns; dues unchanged |
| 2 | F1: Create Work Order 'Site visit Al Quoz', mark it done with outcome | Work order done |
| 3 | F1: More > Return to previous team with 'Part replaced' | Back to IT and to A1 (if still a member); History Returned to previous team |
| 4 | A1: resolve and close | Ticket closed by IT |
Vendor escalation and back
Who: Agent with helpdesk.escalate.vendor and helpdesk.deescalate (manager role)
| # | What the person does | What the system does |
|---|---|---|
| 1 | Open ticket on a policy that pauses on vendor; More > Escalate to vendor: Test Vendor Trading LLC, ref VND-1, 24 h | Level VENDOR, Waiting Vendor, SLA Paused, vendor due +24 h |
| 2 | Wait past the vendor due | Vendor due shown red (overdue) |
| 3 | More > De-escalate with 'Vendor replaced part' | Vendor escalation cancelled; status In Progress; level MANAGER (one below VENDOR) - record and confirm this is wanted |
| 4 | Resolve | Resolved |
Reopen and repeated-reopen escalation
Who: Agent A1
| # | What the person does | What the system does |
|---|---|---|
| 1 | Resolve a ticket, then set status Reopened | Reopen count 1; level unchanged |
| 2 | Resolve again, then Reopen again | Automatic escalation 'Reopened 2 times.' (type Repeated reopen); level climbs |
| 3 | Dashboard analytics | Reopened count includes the ticket |
Collaboration without ownership
Who: IT agent A1, Warranty agent W1
| # | What the person does | What the system does |
|---|---|---|
| 1 | A1: Add collaborating team Warranty | Warranty listed under Collaborating Teams |
| 2 | W1: open the ticket, add a note 'Owning team only', reply, edit Serial Number | Allowed; collaborator note shown |
| 3 | W1: set status Resolved | Refused: 'A collaborating team cannot resolve this ticket; the owning team does that.' |
| 4 | A1: transfer to Warranty | Warranty becomes owner and is removed as collaborator |
Duplicate tickets merged
Who: Agent A1
| # | What the person does | What the system does |
|---|---|---|
| 1 | Raise HD-A and HD-B for the same printer; link SO-000123 on HD-A | Two tickets |
| 2 | On HD-A: Merge, number HD-B | HD-A cancelled as duplicate, gone from lists; HD-B has the link and the merge note |
| 3 | Try Merge again on HD-A (API) | 'This ticket was merged already.' |
Company switches and field settings
Who: Admin A (proposer), Admin B (approver)
| # | What the person does | What the system does |
|---|---|---|
| 1 | A: Applications > Helpdesk > Fields: Requester department = Required; Serial number = Read-only; propose; B approves | In force |
| 2 | Agent: raise a ticket without department | 'Requester department is required by this company.' |
| 3 | A: Features: SLAs and escalation off; B approves | SLA Risk and Escalated menus gone; Run SLA check refused |
| 4 | Restore the previous revision | Defaults back |