Low-Code After-Sales Ticket System: Database, Roles, Workflow & Feedback Loop

Background and Goals

As product diversity and user base grow, after-sales service becomes critical for reputation and customer retention in industries like consumer electronics, manufacturing, and SaaS. Traditional processes relying on Excel, manual dispatch, and email are inefficient and lack traceability. This article uses the Chengwu low-code platform, leveraging its AI SQL generation and process configuration capabilities, to build a complete after-sales ticket system with four support tiers: frontline, second-line, expert group, and high-risk decision group. The construction follows a sequence: table design → page generation → menu/role configuration → multi-role collaboration → customer feedback loop.

System Functions and Process Planning

Role Definitions

Frontline Support : Receives tickets, performs initial diagnosis, handles standard issues.

Second-line Support : Handles complex problems, coordinates with engineering or external vendors.

Expert Group : Addresses deep technical issues, decides if hardware needs factory return.

Decision Group : Manages high-priority tickets, authorizes returns/exchanges, handles public sentiment.

Administrator : Configures system, manages accounts, sets up approval workflows.

Customer : Submits issues, views tickets, provides ratings and feedback.

Ticket Workflow Overview

Customer submits ticket → enters New state → frontline picks up.

Frontline decides: resolve and close, or escalate to second-line.

Second-line resolves or escalates to expert group.

Expert group identifies high-risk cases (public sentiment, key customers) → escalates to decision group.

Every handling step logs operation and records responsible person at each transition.

After resolution, customer provides rating and feedback.

Functional Modules

Ticket submission and routing

Multi-role handling and escalation

Ticket feedback and scoring

Attachment upload and archiving

SLA statistics and escalation rule configuration

Audit logging and traceability

Database Structure Design (with SQL)

Ticket Main Table: after_sales_tickets

CREATE TABLE `after_sales_tickets` (</code><code>  `ticket_number` VARCHAR(100) COMMENT 'Ticket Number',</code><code>  `title` VARCHAR(200) COMMENT 'Ticket Title',</code><code>  `description` VARCHAR(1000) COMMENT 'Ticket Description',</code><code>  `priority` VARCHAR(50) COMMENT 'Priority',</code><code>  `status` VARCHAR(50) COMMENT 'Ticket Status',</code><code>  `current_handler_id` INT COMMENT 'Current Handler ID',</code><code>  `creator_id` INT COMMENT 'Creator ID',</code><code>  `assigned_group` VARCHAR(50) COMMENT 'Assigned Group',</code><code>  `ticket_type` VARCHAR(100) COMMENT 'Ticket Type',</code><code>  `related_order_id` VARCHAR(100) COMMENT 'Related Order ID'</code><code>);

Ticket Logs Table: ticket_logs

CREATE TABLE `ticket_logs` (</code><code>  `ticket_number` VARCHAR(100) COMMENT 'Ticket Number',</code><code>  `operation_type` VARCHAR(100) COMMENT 'Operation Type',</code><code>  `operation_content` VARCHAR(1000) COMMENT 'Operation Content',</code><code>  `operator_id` INT COMMENT 'Operator ID'</code><code>);

User Info Table: after_sales_users

CREATE TABLE `after_sales_users` (</code><code>  `user_name` VARCHAR(100) COMMENT 'User Name',</code><code>  `user_phone` VARCHAR(50) COMMENT 'Phone Number',</code><code>  `user_email` VARCHAR(100) COMMENT 'Email',</code><code>  `role_type` VARCHAR(50) COMMENT 'Role Type',</code><code>  `group_name` VARCHAR(100) COMMENT 'Group Name'</code><code>);

Assignment Records Table: ticket_assignments

CREATE TABLE `ticket_assignments` (</code><code>  `ticket_number` VARCHAR(100) COMMENT 'Ticket Number',</code><code>  `handler_id` INT COMMENT 'Handler ID',</code><code>  `assigned_group` VARCHAR(100) COMMENT 'Assigned Group'</code><code>);

Ticket Feedback Table: ticket_feedback

CREATE TABLE `ticket_feedback` (</code><code>  `ticket_number` VARCHAR(100) COMMENT 'Ticket Number',</code><code>  `feedback_rating` INT COMMENT 'Customer Rating',</code><code>  `feedback_comment` VARCHAR(1000) COMMENT 'Customer Feedback'</code><code>);

Escalation Rules Table: ticket_escalation_rules

CREATE TABLE `ticket_escalation_rules` (</code><code>  `priority` VARCHAR(50) COMMENT 'Priority',</code><code>  `max_handle_hours` DOUBLE COMMENT 'Max Handling Hours',</code><code>  `escalation_target_group` VARCHAR(100) COMMENT 'Escalation Target Group'</code><code>);

Ticket Documents Table: ticket_documents

CREATE TABLE `ticket_documents` (</code><code>  `ticket_number` VARCHAR(100) COMMENT 'Ticket Number',</code><code>  `document_name` VARCHAR(200) COMMENT 'Document Name',</code><code>  `document_url` VARCHAR(500) COMMENT 'Document URL'</code><code>);

Platform Page Generation

Table Generation

In the Chengwu platform, navigate to Resource Management → New Data Table → paste the SQL scripts above → one-click generation. The platform automatically infers field meanings, generates input components, and supports validation with full CRUD pages.

Page and Logic Configuration

Ticket List Page : Binds to after_sales_tickets; supports search, filter, pagination.

Ticket Detail Page : Nests ticket_logs and ticket_documents.

Operation Page : Dynamically shows Handle , Reassign , Escalate buttons based on user role.

Log History Page : Displays operation history in reverse chronological order.

Rating Page : Customer feedback entry bound to ticket_feedback table.

Role and Permission Configuration

Menu Configuration

Under Menu Management , create menus linked to each page: Ticket List, Logs, Attachments, Feedback, Escalation Config.

Role Configuration

Frontline : Views assigned tickets only; edits handling results.

Second-line : Inherits frontline permissions; can escalate to expert group.

Expert Group : Receives second-line escalations; can forward to decision group.

Decision Group : Handles critical issues; approves returns/exchanges.

Administrator : Global visibility; configures escalation rules, manages accounts.

Customer : Can only create/view own tickets and submit feedback.

Process Description (LogicFlow)

The following configurable flows are recommended:

Ticket Handling Flow : Create → Frontline → (Close / Escalate) → Second-line → Expert → Decision → Close.

Escalation Rule Flow : Listens for timeout and priority rules; auto-escalates to target group when SLA breached.

Customer Feedback Collection Flow : After ticket status becomes Completed , automatically pushes rating link.

Attachment Archival Flow : On ticket closure, automatically archives uploaded documents to OSS.

Summary and Future Extensions

The article presents a full design, modeling, and platform implementation of an after-sales ticket system, highlighting the low-code platform's strengths in data-driven design, role-based segregation, and process automation. Key characteristics:

Highly flexible role-permission configuration.

Cross-role collaboration with automatic escalation mechanisms.

Traceable customer feedback closure loop.

No-code page and workflow construction for rapid delivery.

Future enhancements could include:

Customer and ticket tagging for big-data clustering analysis.

Intelligent semantic recognition to pre-classify issue types.

Knowledge-base integration for automatic solution recommendation.

To deploy this system on the Chengwu platform, import the provided SQL schemas and use the low-code UI to complete the build.