Worksheet

Helpdesk ticket lifecycle

A lifecycle diagram runs from intake across channels through categorisation, routing, severity-based escalation and resolution to knowledge-base capture, with a scoring column for resolution quality and repeat-issue flags. Adapt it to your channels first.

Name: ______________________   Business: ______________________   Date: ______________

Scroll the table sideways to see every column.

Cross out or rewrite any heading that does not fit your business. From the guide “Helpdesk and Service-Ticket Software for SMBs”, www.gullysystem.com/blog/helpdesk-and-service-ticket-software-for-smbs