Ticketing Workflow Guide

Learn how to set up an efficient ticketing system with SLAs, automations, and team workflows.

Overview

The Semaswift ticketing system supports:

• Multi-channel ticket creation (API, email, voice)
• SLA policies with escalation
• Automation rules
• Custom views and filters
• Team collaboration

Creating Tickets

Via API

POST /api/v1/tickets
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "subject": "Cannot login to my account",
  "description": "I'm getting an error when trying to login...",
  "priority": "high",
  "requester_email": "customer@example.com",
  "tags": ["login", "authentication"]
}

Ticket Fields

Field	Type	Description
subject	string	Brief description
description	string	Full details
priority	enum	low, medium, high, urgent
requester_email	string	Customer email
assignee_id	string	Agent to assign
tags	array	Categorization tags
custom_fields	object	Custom field values

Setting Up SLA Policies

Define response and resolution targets:

POST /api/v1/ticketing/sla-policies
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "name": "Premium Support",
  "conditions": {
    "priority": ["high", "urgent"],
    "tags": ["premium"]
  },
  "targets": {
    "first_response": {
      "urgent": "15m",
      "high": "1h",
      "medium": "4h",
      "low": "24h"
    },
    "resolution": {
      "urgent": "4h",
      "high": "8h",
      "medium": "24h",
      "low": "72h"
    }
  },
  "business_hours": "standard"
}

Automation Rules

Create automations to streamline workflows:

POST /api/v1/ticketing/automations
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "name": "Auto-assign billing tickets",
  "conditions": {
    "all": [
      {"field": "tags", "operator": "contains", "value": "billing"},
      {"field": "status", "operator": "equals", "value": "new"}
    ]
  },
  "actions": [
    {"type": "assign_to_group", "group_id": "billing_team"},
    {"type": "set_priority", "value": "high"},
    {"type": "add_tag", "value": "auto-assigned"}
  ],
  "enabled": true
}

Automation Actions

Action	Description
assign_to_user	Assign to specific agent
assign_to_group	Assign to team
set_priority	Change priority
set_status	Update status
add_tag	Add tag
send_notification	Send email/webhook

Custom Views

Create filtered views for agents:

POST /api/v1/ticketing/views
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "name": "My Open Tickets",
  "conditions": {
    "all": [
      {"field": "assignee_id", "operator": "is", "value": "current_user"},
      {"field": "status", "operator": "not", "value": "closed"}
    ]
  },
  "columns": ["subject", "requester", "priority", "created_at", "sla_status"],
  "sort": {"field": "created_at", "direction": "desc"},
  "shared": false
}

Ticket Lifecycle

New → Open → Pending → Solved → Closed
          ↓
       On Hold

Status Definitions

Status	Description
new	Just created, unassigned
open	Assigned, being worked on
pending	Waiting for customer
on_hold	Blocked externally
solved	Resolution provided
closed	Permanently closed

Adding Comments

POST /api/v1/tickets/{ticket_id}/comments
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "body": "I've reset your password. Please try logging in again.",
  "public": true,
  "attachments": []
}

Ticket Metrics

Track performance:

GET /api/v1/ticketing/metrics?period=7d

{
  "total_tickets": 150,
  "open_tickets": 42,
  "avg_first_response_time": "45m",
  "avg_resolution_time": "4h 30m",
  "sla_compliance": {
    "first_response": "94%",
    "resolution": "87%"
  },
  "by_priority": {
    "urgent": 5,
    "high": 20,
    "medium": 80,
    "low": 45
  }
}

Best Practices

1. Define clear SLAs - Set realistic targets
2. Use automation - Reduce manual routing
3. Tag consistently - Enable accurate reporting
4. Train agents - Document escalation paths
5. Review metrics - Adjust processes based on data