Identification of Actors – Ticket Management System

In a Ticket Management System, actors are the entities (primarily users or external systems) that interact with the system to perform certain actions or receive specific outcomes. Identifying actors is one of the first steps in use case modeling, as it helps define who uses the system and how.

Actors can be either primary (initiating interaction) or secondary (supporting interaction). Below are the key actors involved in the Ticket Management System:

1. End User / Customer

Role: This is the primary actor who raises a support ticket when they face an issue or need help.

Responsibilities:

• Log in or register on the portal.
• Create new tickets by describing the issue.
• View ticket status and updates.
• Communicate with support agents through comments.
• Close or provide feedback on resolved tickets.

 

This actor represents the consumer of the service who directly experiences the problem and initiates the request.

2. Support Agent

Role: The support agent is responsible for managing, responding to, and resolving tickets submitted by users.

Responsibilities:

• View and accept assigned tickets.
• Communicate with users for more information.
• Update ticket status and resolution notes.
• Escalate tickets when necessary.
• Close tickets after issue resolution.

 

Support agents are the first line of response and directly interact with tickets to deliver solutions.

3. Administrator / System Admin

Role: The administrator oversees the overall functioning of the system and manages users, roles, and settings.

Responsibilities:

• Manage user accounts and access permissions.
• Assign or reassign tickets to agents.
• Configure categories, priorities, and workflows.
• Generate system reports and analytics.
• Monitor SLAs and ensure timely resolution of issues.

 

The administrator has the highest level of access, ensuring that the system operates smoothly and securely.

4. System Scheduler / Escalation Engine (Automated Actor)

Role: This is a system-level actor that performs automated tasks based on predefined rules and timings.

Responsibilities:

• Automatically escalate tickets that remain unresolved for too long.
• Send scheduled notifications and reminders.
• Run background tasks such as daily summaries or data archiving.

 

This actor represents an automated system component that helps maintain service levels without manual intervention.

5. External Systems / Integrations (Optional Actor)

Role: These may include third-party systems integrated with the ticket management platform (e.g., email, Slack, CRM).

Responsibilities:

• Send tickets via email or integration channels.
• Receive updates or alerts from the system.
• Sync user data or issue history across platforms.

 

External systems interact with the platform through APIs or connectors, enabling more seamless workflows.

Summary Table of Actors