Unified Ticket Collaboration Platform for SLA Tracking
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Solution Overview
Problem
Current online messaging platforms fail to facilitate effective collaboration between users working on projects, particularly in scenarios like webpage development or Internet-based helpdesk systems, where multiple agents need to collaborate on tickets with independent Service Level Agreements (SLAs), leading to difficulties in tracking workflow and accessing necessary information.
Innovation Solution
An online messaging platform that allows users to launch a real-time collaboration environment by selecting text, adding additional users through tagging, and facilitating electronic messaging for joint collaboration on specific issues within tickets, ensuring all agents have access to the ticket and can communicate effectively.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If child tickets are created for each task requiring another agent's input, then the primary agent can delegate specific tasks to secondary agents, but each child ticket has independent SLAs that are difficult to track and manage
Solution Approach 1:
The patent merges multiple independent child tickets and their SLAs into a single parent ticket framework. The parent ticket consolidates the workflow tracking for all child tasks, allowing the primary agent to monitor all delegated tasks through one unified interface rather than managing multiple independent tickets with separate SLAs.
Solution Approach 2:
The parent ticket acts as an intermediary between the primary agent and multiple child tickets. It mediates the workflow by centralizing the SLA management and providing a unified view of all child task statuses, eliminating the need for the primary agent to directly track each child ticket's independent SLA.
2Ease of operation
If the primary agent reassigns the ticket to a technical team for additional inputs, then the technical team can access and work on the ticket, but the primary agent loses ownership and control of the ticket
Solution Approach 1:
The patent segments ticket access rights by introducing the concept of parent ticket ownership versus child ticket participation. The primary agent retains ownership of the parent ticket and its associated SLAs, while technical team members are granted access to specific child tickets or the parent ticket for collaborative work without assuming ownership.
Solution Approach 2:
Different levels of access and control are assigned to different users based on their role. The primary agent maintains full control over the parent ticket and SLAs, while technical team members receive localized access permissions appropriate for their specific tasks, allowing them to work on the ticket without compromising the primary agent's overall control.
3Productivity
If multiple agents collaborate on tickets with independent SLAs, then each agent can work on their assigned tasks, but collaboration becomes tedious and workflow tracking becomes difficult
Solution Approach 1:
The patent combines multiple agents' work on parallel tasks into a unified parent ticket structure. All child tickets and their associated SLAs are merged under the parent ticket's oversight, allowing agents to work in parallel while the system automatically coordinates their interactions and tracks the overall workflow through the parent ticket.
Data Source
AI summary
To collaborate in context, an online messaging platform is launched for a user to communicate by way of electronic messaging with one or more other users. The online messaging platform is launched in response to a user selecting text. One or more additional users are added to the online messaging platform, when the user tags the one or more additional users. Exchange of electronic messaging is facilitated, via the online messaging platform, between the user and the one or more additional users in regard to the selected text.