Report Issue

Comprehensive issue reporting and ticket management system for tracking, resolving, and analyzing technical issues, support requests, and improvement suggestions.

Issue Tracking
Support Management
Resolution Tracking

Core Features

Issue Reporting & Tracking

Comprehensive issue reporting system with detailed tracking and resolution management.

  • Create detailed issue reports with attachments.
  • Categorize issues by type, priority, and department.
  • Track issue status from creation to resolution.
  • Automated notifications and status updates.

Multi-Category Support

Support for various issue categories with specialized handling workflows.

  • Technical issues and system problems.
  • Feature requests and enhancements.
  • Administrative and process issues.
  • Training and support requests.

Priority Management

Advanced priority management with SLA tracking and escalation procedures.

  • Priority levels (Low, Medium, High, Critical).
  • SLA tracking and deadline management.
  • Automatic escalation procedures.
  • Priority-based assignment and routing.

Resolution Tracking

Comprehensive resolution tracking with analytics and reporting capabilities.

  • Resolution time tracking and analysis.
  • Solution documentation and knowledge base.
  • User satisfaction and feedback collection.
  • Performance metrics and improvement insights.

Issue Resolution Workflow

Step 1

Issue Submission

Submit detailed issue reports with relevant information and attachments.

• Fill out comprehensive issue report form.
• Select appropriate category and priority level.
• Attach screenshots, logs, or supporting files.
• Provide detailed description and steps to reproduce.
Step 2

Triage & Assignment

Review, categorize, and assign issues to appropriate support teams.

• Review issue details and validate information.
• Assign to appropriate support team or specialist.
• Set priority level and expected resolution time.
• Send acknowledgment and tracking information.
Step 3

Investigation & Resolution

Investigate issues and implement solutions with progress tracking.

• Investigate root cause and gather additional information.
• Develop and test potential solutions.
• Implement fixes and validate resolution.
• Update ticket status and communicate progress.
Step 4

Closure & Follow-up

Close resolved issues and collect feedback for continuous improvement.

• Verify issue resolution with the reporter.
• Document solution and update knowledge base.
• Collect user satisfaction feedback.
• Close ticket and generate resolution report.

Issue Categories

Technical Issues

System problems, bugs, and technical difficulties.

  • Application crashes and system errors.
  • Login and authentication problems.
  • Data synchronization issues.
  • Performance and speed problems.

Feature Requests

Enhancement requests and new feature suggestions.

  • New functionality and feature additions.
  • User interface improvements.
  • Integration requests with external systems.
  • Workflow optimization suggestions.

Administrative Issues

Process, policy, and administrative concerns.

  • User access and permission issues.
  • Policy clarification requests.
  • Process improvement suggestions.
  • Organizational workflow concerns.

Training & Support

Training requests and general support needs.

  • How-to questions and guidance requests.
  • Training material and documentation needs.
  • Best practice sharing and advice.
  • User onboarding and orientation support.

Priority Levels & SLA

Critical

SLA: 2 hours

System-wide issues affecting multiple users or core functionality.

  • Complete system outages or failures.
  • Security breaches or data loss incidents.
  • Issues affecting business-critical operations.
  • Compliance or regulatory violations.

High

SLA: 8 hours

Significant issues affecting important functionality or multiple users.

  • Major feature malfunctions or errors.
  • Performance issues affecting productivity.
  • Issues affecting multiple departments.
  • Time-sensitive business requirements.

Medium

SLA: 24 hours

Moderate issues with workarounds or affecting limited functionality.

  • Minor feature issues with available workarounds.
  • Non-critical performance problems.
  • Enhancement requests with business value.
  • Process improvement opportunities.

Low

SLA: 72 hours

Minor issues, questions, or enhancement requests.

  • Cosmetic issues or minor inconveniences.
  • General questions and how-to requests.
  • Nice-to-have feature requests.
  • Documentation updates and clarifications.

Management Features

Ticket Administration

Comprehensive ticket management with full administrative controls.

  • Create, edit, and manage tickets with full control.
  • Configure ticket categories and priority levels.
  • Set up assignment rules and escalation procedures.
  • Manage SLA settings and resolution targets.

Team Management

Support team management and workload distribution.

  • Assign tickets to specific team members or groups.
  • Track team workload and performance metrics.
  • Manage team availability and capacity.
  • Configure automatic assignment rules.

Communication Tools

Built-in communication and collaboration features.

  • Internal comments and team collaboration.
  • Customer communication and status updates.
  • Automated notification system.
  • Email integration and external communication.

Knowledge Management

Solution documentation and knowledge base integration.

  • Solution documentation and knowledge articles.
  • FAQ management and self-service options.
  • Best practice sharing and documentation.
  • Search functionality and knowledge discovery.

Analytics & Reporting

Performance Metrics

Comprehensive performance tracking and analysis.

  • Average resolution time by category and priority.
  • First response time and SLA compliance.
  • Ticket volume trends and patterns.
  • Team performance and productivity metrics.

Quality Analytics

Quality measurement and customer satisfaction tracking.

  • Customer satisfaction scores and feedback.
  • Resolution quality and effectiveness ratings.
  • Reopened ticket rates and root cause analysis.
  • Knowledge base utilization and effectiveness.

Trend Analysis

Issue trend analysis and predictive insights.

  • Issue category trends and emerging patterns.
  • Seasonal variations and volume predictions.
  • Root cause analysis and prevention opportunities.
  • System health indicators and early warnings.

Resource Optimization

Resource allocation and capacity planning insights.

  • Team workload distribution and balance.
  • Skill gap analysis and training needs.
  • Resource utilization and efficiency metrics.
  • Capacity planning and demand forecasting.

Common Use Cases

Technical Support

Resolve technical issues and system problems efficiently.

  • Application bugs and system errors.
  • Integration issues and data problems.
  • Performance optimization requests.
  • Security incident response and resolution.

User Support

Provide comprehensive user support and assistance.

  • User training and onboarding support.
  • Feature explanation and guidance.
  • Best practice sharing and advice.
  • Workflow optimization assistance.

Process Improvement

Capture and implement process improvement suggestions.

  • Workflow enhancement recommendations.
  • Policy clarification and updates.
  • Efficiency improvement initiatives.
  • User experience optimization.

Change Management

Manage change requests and system modifications.

  • Feature enhancement requests.
  • Configuration change requests.
  • Integration and customization needs.
  • System upgrade and migration support.

Getting Started

Quick Start Guide

1. Report Issue

Create a detailed issue report with relevant information.

2. Categorize

Select appropriate category and priority level.

3. Track Progress

Monitor issue status and resolution progress.

4. Verify Resolution

Confirm issue resolution and provide feedback.

Best Practices

Detailed Reporting

Provide comprehensive details, steps to reproduce, and relevant attachments for faster resolution.

Accurate Priority

Set appropriate priority levels to ensure critical issues receive immediate attention.

Active Communication

Maintain active communication and provide additional information when requested by support teams.

Access Requirements: Report Issue functionality is available to all user roles (Super Admin, Admin, Auditor, Auditee) with full access to create, track, and manage support tickets.