Support Ticket Workflow

All customer support requests are managed in Zammad at https://tickets.kecktech.net.

Ticket Groups

| Group | Use | |---|---| | MSP Support | Managed IT service requests | | HaaS | Hardware lease issues and returns | | Senior Care | Senior client assistance | | Internal | Staff / infrastructure issues |

Inbound Channels

• Email: messages to [email protected] auto-create tickets
• Live Chat: Zammad chat widget on help.kecktech.net
• Portal: customers submit via portal.kecktech.net
• Phone/Walk-in: staff creates ticket manually

Ticket Lifecycle

• New ΓÇö ticket created, unassigned
• Open ΓÇö assigned to agent, work in progress
• Pending Reminder ΓÇö waiting on customer reply (auto-escalates after 48h)
• Pending Close ΓÇö resolved, awaiting customer confirmation (auto-closes after 72h)
• Closed ΓÇö resolved and confirmed

SLA Targets

| Priority | First Response | Resolution | |---|---|---| | Critical | 30 min | 4 hours | | High | 2 hours | 8 hours | | Normal | 4 hours | 24 hours | | Low | 8 hours | 72 hours |

High-Priority Alert Flow

When a ticket reaches Critical or High priority, n8n automatically sends an SMS via Twilio to the on-call technician.

• n8n workflow: Zammad webhook ΓåÆ n8n ΓåÆ Twilio SMS
• On-call schedule is managed via the internal calendar

Closing a Ticket

• Set state to Pending Close and add resolution notes
• Send a closing summary to the customer via the ticket
• Record time spent under the ticket's Time Accounting tab
• Tag with relevant service code (SVC-MSP, SVC-HAAS, etc.)