Member PortalJourneys
UJ-M-027: Submit Support Ticket
Member submits a support ticket for help with an issue
Journey Overview
| Attribute | Value |
|---|---|
| Journey ID | UJ-M-027 |
| Actor | Member |
| Goal | Get help with an issue or question |
| Trigger | Member cannot find answer in help center |
| Outcome | Support ticket created and assigned for resolution |
Preconditions
- Member is authenticated
- Support ticket system is enabled
- Help center searched first (recommended)
Journey Flow
flowchart TD
A[Search help center] --> B{Found answer?}
B -->|Yes| C[Issue resolved]
B -->|No| D[Click Submit Ticket]
D --> E[Select category]
E --> F[Describe issue]
F --> G[Attach files optional]
G --> H[Submit ticket]
H --> I[Ticket created]
I --> J[Confirmation sent]
J --> K[Support team notified]
K --> L[Await response]Detailed Steps
- Access Support
Member navigates to Support:
- Main navigation → Support/Help
- Dashboard → Help widget
- Footer → Contact Support
- Help center → "Still need help?"
- Search Help First (Recommended)
System encourages self-service:
┌─────────────────────────────────────────────────────────────┐ │ How can we help? │ ├─────────────────────────────────────────────────────────────┤ │ │ │ [🔍 Search for help... ] │ │ │ │ Popular Topics │ │ • How to reset my password │ │ • Update payment method │ │ • Cancel my membership │ │ • Download certificates │ │ │ │ ─────────────────────────────────────────────────────────── │ │ │ │ Can't find what you're looking for? │ │ [Submit a Support Ticket] │ │ │ └─────────────────────────────────────────────────────────────┘ - Open Ticket Form
Click "Submit a Support Ticket":
┌─────────────────────────────────────────────────────────────┐ │ Submit Support Ticket │ ├─────────────────────────────────────────────────────────────┤ │ │ │ Category * │ │ [Select a category ▼] │ │ • Account & Login │ │ • Membership & Billing │ │ • Events │ │ • Courses & Learning │ │ • CPD │ │ • Technical Issue │ │ • Other │ │ │ │ Subject * │ │ [Brief description of your issue ] │ │ │ │ Description * │ │ ┌─────────────────────────────────────────────────────────┐ │ │ │ Please describe your issue in detail... │ │ │ │ │ │ │ │ │ │ │ │ │ │ │ └─────────────────────────────────────────────────────────┘ │ │ │ │ Priority │ │ ○ Low - General question │ │ ● Normal - Issue affecting my work │ │ ○ High - Urgent, blocking issue │ │ │ │ Attachments │ │ [📎 Add files] (Screenshots, documents - max 10MB) │ │ │ │ [Cancel] [Submit Ticket] │ │ │ └─────────────────────────────────────────────────────────────┘ - Select Category
Choose category for routing:
Category Routes To SLA Account & Login Technical Support 24h Membership & Billing Billing Team 24h Events Events Team 48h Courses & Learning LMS Support 48h CPD CPD Team 48h Technical Issue Technical Support 24h Other General Support 48h - Describe Issue
Provide details:
Subject: Brief one-line summary
Description:
- What happened
- What you expected
- Steps to reproduce
- Error messages seen
- When it started
Helpful Tips:
- Be specific
- Include relevant IDs (order, event, etc.)
- Describe what you've already tried
- Attach Files
Optional attachments:
- Screenshots of errors
- Relevant documents
- Screen recordings
Limits:
- Max 5 files
- Max 10MB per file
- Formats: JPG, PNG, PDF, DOC
- Submit Ticket
Click "Submit Ticket":
- Form validated
- Ticket record created
- Ticket number assigned
- Confirmation displayed
- Email confirmation sent
- Support team notified
- Confirmation
Success page:
┌─────────────────────────────────────────────────────────────┐ │ ✅ Ticket Submitted │ ├─────────────────────────────────────────────────────────────┤ │ │ │ Your support ticket has been submitted. │ │ │ │ Ticket Number: TKT-2025-12345 │ │ │ │ What happens next: │ │ • Our support team has been notified │ │ • Expected response time: Within 24 hours │ │ • You'll receive updates via email │ │ │ │ [View My Tickets] [Back to Help Center] │ │ │ └─────────────────────────────────────────────────────────────┘
Ticket Statuses
| Status | Description |
|---|---|
| Open | Ticket submitted, awaiting assignment |
| In Progress | Assigned and being worked on |
| Waiting on Customer | Response needed from member |
| Resolved | Issue resolved |
| Closed | Ticket closed after resolution |
SLA Expectations
| Priority | First Response | Resolution Target |
|---|---|---|
| Low | 48 hours | 5 business days |
| Normal | 24 hours | 3 business days |
| High | 4 hours | 1 business day |
Auto-Response
Upon submission, member receives:
Email:
- Ticket number
- Copy of submission
- Expected response time
- Link to track ticket
- Suggestion articles (AI-matched)
Related Entities
Related Journeys
Acceptance Criteria
Frontend
- Ticket submission form
- Category dropdown
- Priority selection
- Rich text description
- File attachment (drag & drop)
- Form validation
- Success confirmation
- Ticket number display
- Mobile-friendly form
Backend
-
POST /api/support/tickets- Create ticket - Ticket number generation
- File upload handling
- Email notifications
- Support team alerts
- Auto-categorization (optional)
Permissions
- Only authenticated members can submit
- Rate limiting (prevent spam)
Business Rules
- Category determines routing
- Priority affects SLA
- Member info attached to ticket
- Duplicate detection (optional)
Error Handling
- Form validation errors
- File upload failures
- Submission error with retry