Skip to main content

Ticket Workflow

Understanding how tickets flow through the ED Partners Africa Helpdesk system helps you know what to expect and how to participate effectively in the support process.

Ticket Status Overview​

Every ticket in the system has a status that indicates its current state:

StatusDescriptionWhat It MeansYour Action Required
OpenNew or actively being workedAgent is investigating or working on your issueWait for updates or provide info if requested
AnsweredAgent has respondedSupport has provided information or asked questionsReview response and reply if needed
PendingWaiting for client responseYou need to provide more informationRespond as soon as possible
ClosedIssue resolvedSupport believes the issue is fixedTest solution; reopen if needed

Complete Workflow Process​

Phase 1: Ticket Creation​

You → Submit Ticket → System assigns ID → Status: Open

What Happens:

  • Ticket gets unique ID (e.g., HD-12345)
  • Email confirmation sent to you
  • Ticket routed to appropriate support team
  • Agent assigned based on help topic

Phase 2: Initial Review​

Open → Agent Reviews → May request info → Status: Answered/Pending

What Happens:

  • Agent reviews ticket details and attachments
  • Agent may research similar issues
  • If more info needed, status changes to Answered
  • You receive email notification of any responses

Your Role:

  • Check email for updates
  • Respond promptly to questions
  • Provide additional details if requested

Phase 3: Investigation & Work​

Agent investigates → Provides updates → Status: Open/Answered

What Happens:

  • Agent works on reproducing/solving issue
  • May test solutions or consult specialists
  • Regular updates provided on progress
  • Status may change between Open and Answered

Your Role:

  • Stay available for questions
  • Test preliminary solutions if provided
  • Be patient during investigations

Phase 4: Resolution Attempt​

Solution proposed → Status: Answered → You test → Provide feedback

What Happens:

  • Agent provides solution or resolution
  • You're asked to test and confirm
  • Status set to Answered

Your Role:

  • Critical: Test the solution thoroughly
  • Report if issue persists
  • Confirm when solution works
  • Ask for clarification if instructions unclear

Phase 5: Closure​

Issue confirmed resolved → Status: Closed → Case complete

What Happens:

  • Agent closes ticket after confirmation
  • Final summary may be provided
  • Ticket archived but remains accessible
  • Survey request may be sent

Your Role:

  • None required unless issue returns

Phase 6: Reopening (if needed)​

Issue returns → You reply to closed ticket → Status: Open → Process repeats

What Happens:

  • Ticket automatically reopens
  • Same agent typically reassigned
  • Previous context preserved
  • Fresh investigation begins

Communication Best Practices​

When Responding to Tickets​

Do:

  • Reply directly to the ticket (not email if possible)
  • Be specific about what you tested
  • Include error messages exactly as shown
  • Mention if the issue affects others
  • Provide screenshots of new problems

Don't:

  • Create a new ticket for the same issue
  • Reply "thanks" without testing first
  • Wait days to respond to questions
  • Assume the agent remembers previous conversations

Status Change Notifications​

You'll receive email notifications when:

  • ✅ Agent responds (Open → Answered)
  • ❓ Information requested (Open → Pending)
  • ✅ Solution provided (any → Answered)
  • ✅ Ticket closed (any → Closed)
  • 🔄 Ticket reopened (Closed → Open)

Escalation Process​

When Issues Take Longer​

Some tickets require escalation when:

  • Complex technical issues need specialist input
  • Multiple systems are involved
  • Vendor support must be contacted
  • Hardware replacement is required

What happens during escalation:

  • Senior agent or specialist assigned
  • Vendor/manufacturer may be contacted
  • Additional testing environments used
  • More detailed diagnostic information gathered

Priority Levels​

PriorityExamples
LowFeature requests, general questions
NormalStandard software/hardware issues
HighSystem affecting multiple users
UrgentComplete system outages, security issues

Tips for Faster Resolution​

Provide Complete Information Initially​

  • Detailed description of the problem
  • Steps that led to the issue
  • Any error messages (exact text)
  • Screenshots or evidence
  • Which users/systems are affected

Respond Quickly​

  • Check email daily for ticket updates
  • Reply within 24 hours when possible
  • Test solutions promptly when provided
  • Confirm resolution clearly

Use the Right Channel​

  • Reply to tickets through the portal when possible
  • Don't create duplicate tickets
  • Don't email agents directly unless requested

Related Guides: