Here is a sample ticketing procedure for a company based in Pakistan, serving customers worldwide:

Ticketing Procedure (Pakistan to World)

Purpose:

To establish a standardized process for managing customer support requests and issues from around the world.

Scope:

This procedure applies to all customer support requests submitted through [insert channels, e.g., email, phone, web form, etc.] from customers globally.

Definitions:

• Ticket: A customer support request or issue submitted through any channel.
• Priority: The level of urgency assigned to a ticket (e.g., low, medium, high).
• Resolution: The solution or answer provided to resolve a ticket.

Procedure:

Step 1: Ticket Submission

1. Customer submits a support request through [insert channels].
2. System generates a unique ticket number.

Step 2: Ticket Assignment

1. Support team reviews and assigns the ticket to an available agent.
2. Agent acknowledges receipt of the ticket.

Step 3: Ticket Prioritization

1. Agent assesses ticket priority based on urgency and impact.
2. Priority levels:
   • Low: Routine inquiry
   • Medium: Minor issue
   • High: Critical issue

Step 4: Ticket Resolution

1. Agent researches and resolves the issue.
2. Agent communicates resolution to customer.

Step 5: Ticket Closure

1. Customer confirms resolution.
2. Agent closes the ticket.

Ticket Statuses:

• New: Newly submitted ticket
• Assigned: Ticket assigned to an agent
• In Progress: Agent working on resolution
• Resolved: Solution provided
• Closed: Ticket resolved and confirmed

SLAs (Service Level Agreements):

• Response time: [insert timeframe, e.g., 2 hours]
• Resolution time: [insert timeframe, e.g., 24 hours]

Language Support:

• English (primary)
• Urdu (secondary)
• Other languages (as needed)

Time Zone Considerations:

• Pakistan Standard Time (PST) is the primary time zone.
• Agents will accommodate customer time zones as needed.

Reporting and Monitoring:

• Regular ticket status updates

• Performance metrics tracking (e.g., resolution rate, response time)

Revision History:

• [Insert revision history, including dates and changes]

Approval:

• [Insert approval information, including names and dates]

This procedure ensures that customer support requests from around the world are handled efficiently and effectively, taking into account language and time zone differences.

Would you like me to create a flowchart or diagram for this procedure?