Customer fault reports, inquiries, complaints and feature requests all enter the ticket pool, flowing by priority / status with SLA tracking, plus assignment, reassignment and collaborative handling — every ticket fully traced from creation to closure.
Every ticket has a clear rhythm from creation, assignment, handling to closure
Five priority levels — Urgent / High / Medium / Low / Planned — affecting SLA timing and assignment queue
Six visualized statuses: New → Pending Assignment → In Progress → Awaiting Customer Confirmation → Resolved → Closed
Each priority maps to response / resolution timing, with due reminders and escalation notices to managers on timeout
Three assignment modes — designate a person, distribute by queue, auto round-robin; tickets can be reassigned to colleagues mid-handling
Every handling action leaves a timestamp and text record, so back-and-forth customer communication is fully traceable
Tickets attach to a customer; the detail page shows all of that customer's historical tickets, revealing issue patterns at a glance
Ticket Lifecycle
A customer reports a fault in the ticket system, support makes an initial assessment and assigns it to tech to resolve, then a follow-up confirms satisfaction. The whole chain is SOP-ized, with everyone clear on what to do at each node.
"Urgent tickets responded to in 2 hours, resolved in 24 hours" is a promise that the system must guarantee. SLA countdowns display in real time on ticket cards, with auto-escalation to managers on timeout, so promises aren't watered down.
Customer fault reports / inquiries / feature requests all enter tickets, handled by the tech support team by priority.
Customer equipment fault-repair tickets; the parts service department dispatches engineers on-site, with the ticket tracked throughout.
Users submit after-sales tickets via app, auto-assigned to local technicians by region, with on-site service fully documented.
Student complaints, refunds and course-transfer requests are ticketed, with the academic team responding within the 24-hour SLA.
A personal to-do ticket list, sorted by SLA for priority handling
Multi-dimensional analysis of ticket type distribution / resolution time / customer satisfaction
Dedicated after-sales tickets — full-process service extended from tickets
Tickets attach to customer profiles, with issue history traceable
Make sure customer issues get picked up, handled and resolved