Support & Helpdesk: Tickets & Queues — Assessment

1. A customer with no AWRA account needs to report a problem. What is the intended path?

You must create a user account for them before they can raise anything They email a personal agent inbox that is not tracked They submit on the organisation's public portal and get a tracking reference — no account needed Non-users cannot raise support requests

2. What is the main purpose of a ticket category?

It classifies the request and drives routing to the right team It replaces the need for a status It sets the ticket's font colour only It permanently locks the ticket to one agent

3. Why does an unassigned ticket undermine the SLA?

Assignment has nothing to do with SLAs Unassigned tickets are deleted automatically With no owner, no one is accountable for the ticket's clock SLAs only apply to closed tickets

4. A ticket in the Support queue actually belongs to Finance. What is the clean way to hand it over?

Copy its text into a brand-new ticket Move it to the Finance department queue (and reassign the owner) Close it and ask the requester to resubmit to Finance Delete it so Finance starts fresh

5. Three channels feed the desk — portal, email, in-app. How are tickets from them worked?

Each channel has its own separate, incompatible workflow All land in the same queues and are worked the same way Email tickets bypass categories and queues Only portal tickets get a reference

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