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

Detailed Steps

1. Access Support

   Member navigates to Support:

   • Main navigation → Support/Help
   • Dashboard → Help widget
   • Footer → Contact Support
   • Help center → “Still need help?”
2. 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]                                   │
   │                                                             │
   └─────────────────────────────────────────────────────────────┘
   
3. 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]                                   │
   │                                                             │
   └─────────────────────────────────────────────────────────────┘
   
4. 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

5. 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
6. Attach Files

   Optional attachments:

   • Screenshots of errors
   • Relevant documents
   • Screen recordings

   Limits:

   • Max 5 files
   • Max 10MB per file
   • Formats: JPG, PNG, PDF, DOC
7. Submit Ticket

   Click “Submit Ticket”:

   1. Form validated
   2. Ticket record created
   3. Ticket number assigned
   4. Confirmation displayed
   5. Email confirmation sent
   6. Support team notified
8. 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

• Support Ticket

Related Journeys

• UJ-M-026
• UJ-M-028

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