📣 Marketing, CRM & Support · State Machine
Helpdesk Ticket Lifecycle
The states of a customer support ticket, from creation through assignment, waiting on the customer, resolution and reopening.
Drawing diagram…
What this diagram shows
- SLA timers pause while waiting on the customer
- Tickets escalate automatically when the SLA is at risk
- Customers can reopen a resolved ticket within 7 days
Prompt used
State machine for a support ticket: New, Assigned to an agent, InProgress, WaitingOnCustomer (SLA paused), Escalated to tier 2 when the SLA is at risk, Resolved, Reopened if the customer replies within 7 days, Closed after 7 days without reply.
Mermaid code
stateDiagram-v2 [*] --> New: Email, chat or phone New --> Assigned: Auto-routed to agent Assigned --> InProgress InProgress --> WaitingOnCustomer: Question to customer WaitingOnCustomer --> InProgress: Customer replies InProgress --> Escalated: SLA at risk Escalated --> InProgress: Tier 2 takes over InProgress --> Resolved: Fix shared Resolved --> Reopened: Customer replies within 7 days Reopened --> InProgress Resolved --> Closed: 7 days without reply Closed --> [*]
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