< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user
Overview
This article outlines standardized expectations for how User Support technicians handle, escalate, and document tickets. It includes sample scripts, timelines for customer follow-up, phone protocols, and comment documentation tips.
Audience
User Support Technicians
Procedure
Section 1: Ticket Handling Expectations
1.1 Ownership & Responsibility
- No ticket left behind: If it's in the User Support queue, it's the team’s responsibility.
1.2 Timeliness & Follow-Through
- Timely follow-up: If a ticket goes more than 48 hours without action, follow up or escalate.
- Own your queue: Tickets in My Assigned Tickets or My On-Hold Tickets are yours to manage until resolved or reassigned.
1.3 Escalation & Documentation
- Escalate clearly: Add a comment explaining what's needed and assign to the right group.
- Document every action: Use Customer comments and internal notes as your audit trail.
Section 2: Contact & Hold Procedures
2.1 Follow-Up Timeline
First Response
- Send a customer-facing comment
- Mark ticket In Progress
| First Attempt Script |
Second Attempt Script |
Third and Final Attempt Script |
|
Hi [Name], I’ve reviewed your request and have begun working through it. To move ahead, can you confirm [insert key detail — e.g., which device you’re using / a good callback number / the exact error message]?
OR
Hi [Name], I’ve reviewed your request and started initial troubleshooting steps based on what you shared. I’ll keep updating you as I work toward a resolution — no need to reply unless you have new details to add.
OR
Hi [Name], I’m reviewing your request and want to make sure I understand it correctly before moving forward. Could you clarify [insert missing or confusing info]?
Your first message should reflect active progress — not just a greeting.
Follow-Up #2
- Leave a second customer-facing comment
- Move ticket to On Hold
|
Hi [Name], just checking in on my previous message. I’m happy to help once I have the details I need. Let me know when you’re ready.
Final Follow-Up
- Send a final customer-facing comment
- If there’s still no reply after a reasonable window, close the ticket with a clear note that we’re happy to reopen if needed.
|
Hi [Name], I haven’t heard back, so I’m closing this ticket for now. If you still need help, just reply to this message or submit a new request — we’re happy to pick it back up.
Each message should reflect progress and set clear expectations for the customer.
Avoid generic replies. Every comment should move the issue forward or document next steps.
|
2.2 Phone Call Requirement
“What’s the best number to reach you if we need to call?”
- If a number is available, make at least one phone call attempt
- Proceed with the follow-up timeline by message if no phone number is provided
- Change status to On Hold if no response by second follow-up
2.3 When to Place a Ticket On Hold
- At second follow-up with no customer response, change status to On Hold
- Add internal note summarizing contact attempts:
- Dates
- Channels used (email, phone)
- Voicemail or message content
Section 3: Ticket Comment Guidelines
Use comments to document actions, clarify status, and communicate progress.
- Customer Comments: Always log them directly in the ticket. Use friendly tone, clear language.
- Internal Notes: Document what action you took, who you called, and when. Especially useful for escalations, On Hold moves, or final closures.
- Be specific: Say exactly what you did, found, or plan to do.
- Clarify next steps: Include what you're waiting on, and from whom.
- Use internal comments for team-only updates: Mark as “Internal” when it's not for the customer.
- Keep tone professional and helpful.
- Avoid empty updates: Don't just say “Following up” unless it’s paired with action or insight.
Example good comment:
Called user at 443-555-0000 and left voicemail. Awaiting callback to verify login steps. Will follow up again in 48 hours if no response.