Product Requirements Document (PRD): Ticket Management System in Agency Handy
Objective
Enhance the ticket management system in Agency Handy to provide a structured workflow for issue tracking, resolution, and communication. This system will streamline client and agency interactions while ensuring clear role-based access and ticket lifecycle management.
Business Needs
Improve Client Support Efficiency – Provide a structured way to manage client issues, ensuring faster response times. Streamline Internal Issue Resolution – Allow teams to track, manage, and resolve tickets efficiently. Ensure Role-Based Access – Define clear permissions for ticket creation, editing, and resolution. Enhance Communication & Transparency – Ensure clients and internal teams can track ticket progress. Facilitate Data-Driven Decisions – Collect insights on ticket resolution times, common issues, and team efficiency. User Goals
Clients should be able to create tickets, view updates, and comment on tickets without making unauthorized changes. Super Admins, Admins, and PMs should be able to manage tickets, assign members, update statuses, and provide resolution details. Assignees (Team Members) should be able to respond to client queries and update ticket statuses. A structured workflow should be maintained for creating, managing, and resolving tickets with necessary access controls. User Stories
Ticket Creation & Visibility As a Client, I want to create a support ticket and track its status so that I can get my issues resolved efficiently. As a Superadmin/Admin/PM, I want to create and assign tickets so that team members can resolve issues effectively. As a Team Member, I want to see only the tickets assigned to me so that I can focus on my tasks. Ticket Management & Editing As a Superadmin/Admin/PM, I want to edit ticket details such as descriptions, priority, and assignments so that I can ensure proper issue handling. As an Assignee, I want to update the status of assigned tickets to reflect progress. Ticket Closing & Reopening As a Superadmin/Admin/PM, I want to close tickets and add closing statements for documentation. As a User, I want to reopen a ticket when an issue persists and provide a reason for reopening. Communication & Collaboration As a Client, I want to leave comments on my tickets so that I can provide additional details or follow up on progress. As an Assignee, I want to reply to client comments so that I can clarify issues and update them on progress. Functional Requirements
1. Ticket Creation & Required Fields
Super Admin, Admin, PM, and Client can create tickets. Required Fields for Ticket Creation: Select Order (Required/Optional - Updated: 2-3-25) Assignee (Optional - Admins/PMs must manually assign if not auto-assigned) Priority (Low, Medium, High, Critical) Issued Date (Auto-filled upon ticket creation) Status (Open, Hold, Closed) Time Log (Future Scope - Automatically tracks time from ticket creation to closure, pausing when ticket is on hold.) 2. Ticket Management & Permissions
3. Editing & Updating Tickets
Cannot edit tickets after creation but can leave comments. Can edit ticket descriptions for agency- and client-created tickets. Can assign or reassign tickets. Can change ticket priority and status (Open, Hold, Closed). Can reopen closed tickets Assignees: (Updated: 3-4-25) Can reply to client queries via comments. Can change the ticket status for assigned tickets. 4. Closing & Reopening Tickets
Only Super Admin, Admin, and PM can close a ticket. Only Super Admin, Admin, and PM can reopen a ticket. Acceptance Criteria
Ticket Creation
Super Admin, Admin, PM, and Clients can create a ticket with required fields. Ticket creation includes name, description, priority, status, and assignee (optional). If a required field is missing, an error message is displayed. Ticket Editing & Status Updates
Clients cannot edit ticket details after creation but can add comments. Super Admin, Admin, and PM can edit the description of client- and agency-created tickets. Super Admin, Admin, PM, and Assignee can change ticket status (Open, Hold, Closed). Assigning or reassigning a ticket is only allowed for Super Admin, Admin, and PM. Commenting & Communication
Clients and Assignees can add comments on tickets. Super Admin, Admin, and PM can respond to client queries in comments. Ticket Closing & Reopening
Super Admin, Admin, and PM can close tickets with a required closing statement. A closed ticket can be reopened Future Scope Enhancements
Time log tracking to measure time spent from ticket creation to closure. SLA tracking to monitor overdue tickets and escalate automatically. Advanced reporting for insights into ticket resolution time, volume, and customer satisfaction. The system retains all previous comments, history, and status changes upon reopening. A popup box will appear to enter the reason for reopening and closing Done reading?
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