Ticket-driven workflow model Ticket-driven workflows often work like separate conversations started in different ways:
Email to a specific address
A new social media conversation
A phone call
A chat message on a website or app
The typical ticket workflow looks like this:
Managing the queue : An incoming request waits to be processed.Initial check : An agent decides if they can handle it or if it needs a specialist team.Gathering information : Collecting more details if the initial info isn’t enough.Solving the issue : Responding and providing a solution to close the ticket.Optional check for root cause : Looking into underlying problems that might need fixing in the product.Optional feature consideration : Deciding if the issue suggests possible product improvements.Optional help docs update : Checking if documentation needs updating based on the question.
This model often has several downsides:
Steps 5-7 are often skipped.
Customers can’t easily see the ticket status or progress.
Manual follow-up is needed if responses are slow.
Service quality depends a lot on the individual agent handling the ticket.
Process-driven workflow model 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.Routing before review : Automatically sending requests to the right teams based on type.Using help docs automatically : Applying knowledge base info systematically.Involving other teams : Clearly defining when other departments get involved.Linking to improvement processes : Connecting issues systematically to product improvement workflows.
Advantages of process-driven workflows
Consistent steps : Standard handling for all interactions.Ensuring follow-up : Automated reminders prevent missed steps.Processes that can grow : Clear ownership and next steps for easy scaling.Clear progress tracking : Visual status updates for everyone involved.Customer visibility options : Optionally showing process status to external people.Regular improvement cycles : Structured review of recurring issues for product improvement.Improving help docs : Systematically reviewing if help documentation is adequate.
Process Improvement > What is process improvement?
Process improvement systematically analyzes and enhances organizational workflows to boost efficiency reduce errors increase customer satisfaction lower costs improve employee morale and strengthen competitive advantage through better operational performance.
How To > Process improvement
A comprehensive exploration of process improvement principles shows how organizations can enhance efficiency and customer satisfaction through various methodologies while utilizing Tallyfy’s features for implementation and management.
How To > Improve processes effectively
A comprehensive guide to enhancing organizational efficiency through team feedback customer input data analysis change management incremental improvements automation strategies and structured methodologies while maintaining focus on measurable customer impact and organizational learning.
Process Improvement > Understand process flow without flowcharts
Tallyfy enables intuitive workflow visualization through sequential templates real-time tracking and analytics that help identify bottlenecks and optimize process flows without complex diagramming.
