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Customer Tickets - Coggle Diagram
Customer Tickets
Customer
Create/Update a Ticket
Receive confirmation
View Tickets
Comprehensive Search and Filters
Can provide additional details and attachments
Cancel Ticket
Mail updates regarding Tickets
Admin
View Ticket
Ticket Details with Customer Details
Update Ticket
Update Status with Additional Details and Attachments
Send Emails to Customer if needed
Communication Channel (Future Update)
Customers and Admin can be able to communicate within the application to update and receive information about the tickets
Reports
Dashboard with Metric Graphs
Report Tables
Should be able to export as
excel
Ticket Categories
Customer can use the categories to create the tickets
SLA Breach Config
Application will send notification to Ticket Handler/Admin if SLA Breached for a ticket