Ticket-driven vs. process-driven workflows

How do ticket-driven workflow models operate?

Ticket-driven workflows often work like separate conversations started in different ways:

• Email to a specific address for formal requests
• A new social media conversation for public inquiries
• A phone call for urgent matters
• A chat message on a website or app for immediate assistance

The typical ticket workflow follows this sequence:

1. Managing the queue: An incoming request waits to be processed in order.
2. Initial check: An agent decides if they can handle it or if it needs a specialist team.
3. Gathering information: Collecting more details if the initial info isn’t enough for resolution.
4. Solving the issue: Responding and providing a solution to close the ticket.
5. Optional check for root cause: Looking into underlying problems that might need fixing in the product.
6. Optional feature consideration: Deciding if the issue suggests possible product improvements.
7. Optional help docs update: Checking if documentation needs updating based on the question.

This model often has several operational downsides:

• Steps 5-7 are often skipped due to time constraints or lack of process enforcement.
• Customers can’t easily see the ticket status or progress, creating uncertainty.
• Manual follow-up is needed if responses are slow, increasing administrative overhead.
• Service quality depends heavily on the individual agent handling the ticket, creating inconsistency.

How do process-driven workflow models enhance operations?

Process-driven workflows turn ticket handling into structured processes with clear steps and accountability. Key features include:

• Structured intake: Using standard forms for initial request details and categorization for consistency.
• Routing before review: Automatically sending requests to the right teams based on type for efficiency.
• Using help docs automatically: Applying knowledge base info systematically for consistent responses.
• Involving other teams: Clearly defining when other departments get involved for seamless collaboration.
• Linking to improvement processes: Connecting issues systematically to product improvement workflows for continuous enhancement.

This approach transforms reactive ticket handling into proactive workflow management.

What advantages do process-driven workflows provide over ticket systems?

• Consistent steps: Standard handling for all interactions ensures uniform quality.
• Ensuring follow-up: Automated reminders prevent missed steps and maintain accountability.
• Processes that can grow: Clear ownership and next steps enable easy scaling as volume increases.
• Clear progress tracking: Visual status updates keep everyone involved informed of current state.
• Customer visibility options: Optionally showing process status to external people for transparency.
• Regular improvement cycles: Structured review of recurring issues drives systematic product improvement.
• Improving help docs: Systematically reviewing if help documentation is adequate for self-service.

These advantages create more reliable, scalable, and customer-friendly support operations compared to traditional ticket-driven approaches.

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