Ticket Lifecycle and Service Levels

adminKnowledge Base

Ticket Lifecycle The following describes the 4 lifecycle phases of a ticket from creation as it enters our system all the way through its resolution. Creation: As soon as the system sees a new ticket, it will automatically send the ticket contact an email stating that we’ve received the ticket and have begun reviewing it.  Diligex Support Representatives are also notified. Triage: Within … Read More