Overview
This diagram shows the path of tickets that can starting with the end user logging a ticket either directly in the end user portal, or via email.
Tickets are immediately available to the Retail service provider who will either:
- Resolve the ticket
- Send the ticket up to their wholesale service provider.
The wholesale service provider (or supplier) actions the ticket and that information is sent back down to the retail service provider automatically. Eventually the ticket is closed. End users can see updates and resolved tickets in the end user portal.
Not all these features are provided with the base subscription for the service desk module. Optional modules will apply to use the full suite of functionality of the service desk.