New tickets
When receiving tickets, it’s up to the support agent to evaluate if the ticket can be:
- Resolved by the support staff
- Determine if the support ticket needs more information
- Escalated to a higher level support staff
- Escalated to the developers
It is the support agents responsibility to manage ALL communication and expectations with the client!
Any escalated tickets will still remain with the support agent to confirm any resolutions.
Categories
If a ticket cannot be resolved immediately, the ticket should be categorised as:
- User Issue
- Product Issue
- 3rd Party Integration Issue
- Feature Request
- Billing Issue
All issue categories will have a different resolution process.
Closing Tickets
When closing tickets, always leave a comment so that the user will see the reason(s) why a ticket has been closed.
The most common reason to close a ticket is when the issue has been resolved.
If the issue has not been resolved, make it clear to the user why the ticket was closed and let the user know that they can open a new ticket.
If a new ticket has been opened that is related to an existing issue, merge the tickets in Zendesk.