11.1 User — submit a request
Alex opens My Dashboard, clicks New Request, describes the issue, and tracks status on My Requests until the ticket is closed. Optional feedback is available after close.
11.2 Agent — triage and resolve
Jordan watches Unassigned and the Requests Board, assigns work, updates status, and notifies the requester when the ticket is resolved.
11.3 Admin — configure and review
Priya runs first-time setup, sets the ticket prefix and branding, maintains lookups, and uses Analytics for volume and category trends.
11.4 Ticket lifecycle
Submit → Triage & Assign → In Progress → Resolve → Close → Feedback.
