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Ticket Creation and Management Workflow in Cloudpital

1. Ticket Creation
When a new ticket is created, an email notification will be sent to both the support team and the client. The status of the newly created ticket will be displayed as Open across all screens.

2. Status Change to “In-Progress”
The admin can change the status of the ticket from Open to In-Progress. An email notification will be sent to the client only when the status changes. The ticket status will now be updated to In-Progress on all screens.

3. Status Change to “Resolved”
The admin can change the ticket status from In-Progress to Resolved. An email notification will be sent to the client only in this case. The ticket status will be updated to Resolved on all screens.

4. Client Actions After Resolution
Once the ticket is marked as Resolved, the client has two options:

  • Re-Open: If the issue remains unresolved, the client can change the status from “Resolved” to “Re-Open.” An email will be sent to both the support team and the client. The status will be updated to Re-Open.
  • Close: If the issue is resolved, the client can change the status from “Resolved” to “Closed.” An email will be sent to the support team only. The status will be updated to Closed.
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