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Ticket-driven vs. process-driven workflows

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:

  1. Managing the queue: An incoming request waits to be processed.
  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.
  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 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.

How To > Improve processes effectively

Organizations can continuously enhance their operations by gathering team insights analyzing customer feedback monitoring metrics implementing immediate changes and focusing on customer-centric improvements while maintaining a balance between standardization and adaptability.

Introduction

Workflow automation platform Tallyfy helps organizations streamline operations by documenting processes tracking tasks in real-time and enabling continuous improvement through AI-powered automation and standardized templates.

Features > Structure intake

A comprehensive workflow management system integrates form submissions with automated processes while providing real-time tracking visibility and data continuity throughout the entire lifecycle.
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