Explanation HelpDesk Flow:
Before starting it is necessary to register all the consultants according to their category in the "Consultant by category" list
First stage:
Common users of the company access the application and can create a new ticket and view the tickets created.
Note: When users create new tickets they do not assign the responsible consultant, they only create the ticket with priority and category.
Second stage:
The workflow (Flow) starts working, it launches two notifications:
Notification 1: This notification is for the user who created the support and indicates that the ticket was created successfully.
Notification 2: This notification is for all consultants who request the category that is used when creating the ticket.
Third stage:
The consultants then receive the notification, review the application on the "CATEGORY ME" screen and select the "Open" status and can see the media that are open.
Fourth stage:
The consultant reviews the ticket with "Open" status and press edit, where you can add comment, attachment or edit status, assign and prioritize.
Fifth stage:
After a consultant is added in the assigned field, you should automatically send an email to the assigned consultant notifying you that you have assigned support.
(Notification by mail not explained in the ebook)
Sixth stage:
The assigned consultant receives notifications by mail.
Seventh stage:
The assigned consultant reviews the application and can see the tickets to be resolved.
Eighth stage:
The consultant solves the ticket, adds comments or attachments of the applied solution.
Ninth stage:
When the ticket changes a solved status, you must automatically send an email notifying the user that your ticket was solved.
(Notification by mail not explained in the ebook)