Work a ticket to resolution

Each step you take on a ticket is recorded on it, so anyone can pick it up and see what was said and done.

Before you start

• You need the right Manage Customer Support.

Steps

1. Open Customer Support and select the ticket's title. Its details and Actions open.
2. To hand it to someone else, open Assign, pick the person and select Assign.
3. After you answer the customer by phone, e-mail, WhatsApp or in person, open Record reply to customer.
4. Pick the Method: Phone, Email, WhatsApp, In person or Customer portal (visible to customer).
5. Type what you told the customer in Details and select Record reply to customer. The ticket becomes Waiting.
6. To leave a note only your team sees, open Add note, type it and select Add note.
7. When the problem is solved, open Resolve, describe the solution in Details and select Resolve. The ticket becomes Resolved.
8. When the customer tells you how it went, open Record feedback, pick a Rating from 1 to 5, add their words if you like, and select Record feedback.
9. If the problem comes back, open Reopen, say why, and select Reopen. The ticket becomes Open again.

Statuses

Open → Waiting (after you recorded a reply) → Resolved. A resolved ticket can be reopened. Feedback can be recorded only on a resolved ticket.

Good to know

• Recording a reply does not send anything. Phone, Email, WhatsApp and In person only log a reply you already gave. The only reply the customer sees from here is Customer portal (visible to customer), which shows on their portal.
• When the customer answers on the portal, the ticket goes back to Open.
• First response is set by the first reply you record. Compare it with Response due to see if you were on time; Desk does not send breach alerts. See create a ticket.
• Notes and activity lists every reply, note, resolution and reopening, with who and when.
• To paste a ready answer, use a knowledge article. See write knowledge articles.
• If the customer needs a technician, turn the ticket into a work order. See escalate a ticket to a work order.
• If an action shows Pending, it started but did not finish; select Retry to finish it without repeating it.