Different ways to access tickets assigned to you
Dashboard Views
- My Tickets: All tickets assigned to you
- New Tickets: Recently assigned, not yet started
- In Progress: Currently being worked on
- Pool Tickets: Available to your team pool
Step-by-step process for handling tickets
- • Read the ticket description and customer's issue
- • Check attached files and previous communication
- • Review customer history and previous tickets
- • Note priority level and any due dates
- • Change status to "In Progress"
- • Start time tracking if enabled
- • Send initial response to customer acknowledging receipt
Best Practice
Acknowledge tickets within 1 hour during business hours.
- • Research the issue and gather information
- • Test potential solutions
- • Document your findings in internal notes
- • Ask for clarification from customer if needed
- • Escalate to senior agents or managers if necessary
- • Write clear, step-by-step instructions
- • Include screenshots or attachments if helpful
- • Change status to "Resolved" when issue is fixed
- • Ask customer to confirm the solution works
- • Wait for customer confirmation
- • Close ticket once customer is satisfied
- • Stop time tracking
- • Document any lessons learned
Guidelines for professional customer interaction
Do's ✓
- Use professional, friendly tone
- Acknowledge customer's frustration
- Provide clear, step-by-step solutions
- Set realistic expectations for timelines
- Follow up on promised actions
Don'ts ✗
- Use technical jargon without explanation
- Make promises you can't keep
- Close tickets without customer confirmation
- Leave customers waiting without updates
- Share sensitive information inappropriately
Sample Response Templates
Initial Response: "Thank you for contacting us. I've received your ticket and will begin investigating this issue right away..."
Progress Update: "I wanted to provide you with an update on your ticket. I've identified the issue and am working on a solution..."
Resolution: "I'm pleased to let you know that I've resolved your issue. Please try the following steps..."
Track your time for accurate performance metrics
How to Track Time
Start Timer
Begin when you start working on a ticket
Pause/Resume
Pause for breaks or other tasks
Stop & Log
Stop timer and add activity description
What to Track
- • Investigation: Time spent researching the issue
- • Communication: Writing responses to customers
- • Testing: Verifying solutions and fixes
- • Documentation: Creating internal notes
- • Escalation: Consulting with team members
Strategies to improve your support metrics
Response Time
- • Check tickets regularly throughout the day
- • Set up notifications for high-priority tickets
- • Use quick acknowledgment templates
- • Prioritize by urgency and complexity
Resolution Quality
- • Thoroughly understand the issue first
- • Test solutions before suggesting them
- • Provide clear, detailed instructions
- • Follow up to ensure resolution worked
Customer Satisfaction
- • Show empathy and understanding
- • Communicate proactively
- • Go above and beyond when possible
- • Ask for feedback on your service