> For the complete documentation index, see [llms.txt](https://docs.buildertek.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.buildertek.com/buildertek-ticketing-guide/ticketing-workflow-customer.md).

# Ticketing Workflow (Customer)

#### Logging In

1. Navigate to the BuilderTek login page.
2. Enter your credentials and click Login.
3. Upon successful login, you will be redirected to your project dashboard.

Expected Result: You are logged in and can view the BuilderTek project interface.\
\[Screenshot Placeholder: Login screen]

#### Creating a New Case

1. In the top-right navigation bar, click New Case.
2. The system will open the case creation form.

Expected Result: A new support case form appears.\
\[Screenshot Placeholder: New Case Button]

#### Filling Ticket Form

1. Enter the following details:
2. Subject (brief title of issue)
3. Description (detailed explanation)
4. Org (your organization name)
5. Priority (e.g., Low, Medium, High)
6. Type (e.g., Technical, Functional)
7. Ensure all mandatory fields are completed.

Tip: Use concise, descriptive language to help BuilderTek assess the issue accurately.\
\[Screenshot Placeholder: Ticket Form Fields]

#### Submitting the Case

1. After filling out the form, click Create Case.
2. The system validates your input and creates the case.

Expected Result: Case is created and routed to BuilderTek support.\
\[Screenshot Placeholder: Create Case Button]

#### Case Activity Tracking

1. Once submitted, the case summary page displays:
2. Your submitted description
3. Status updates and timeline
4. Activity logs and comments

Expected Result: You can view real-time updates on the status of your case.\
\[Screenshot Placeholder: Case Activity Dashboard]

#### Receiving Estimate from BuilderTek

1. BuilderTek reviews your case and inputs required time estimates.
2. An automated email with the work estimate is sent to your registered email address.

Expected Result: You receive a detailed estimate with work scope and timeline.\
\[Screenshot Placeholder: Email Estimate Sample]

#### Reviewing & Approving/Requesting Revisions

1. Review the email containing BuilderTek’s estimate.
2. If acceptable, reply to approve the request.
3. If changes are needed, reply with revision notes.

Note: Approval via email triggers the formal ticket creation in BuilderTek's backend.\
\[Screenshot Placeholder: Approval Email Flow]

#### Ticket Confirmation Raised

1. Upon approval, BuilderTek backend is notified automatically.
2. A formal work ticket is logged with tracking reference.

Expected Result: The request transitions into an active work ticket.\
\[Screenshot Placeholder: Final Ticket Confirmation]

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