< !!! 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: Keep tickets moving through the established follow-up cycle. Use the first, second, and final contact attempts as outlined in Section 2.
- Own your queue: Tickets in My Assigned Tickets or My On-Hold Tickets are yours to manage until resolved, appropriately reassigned or escalated, placed On Hold, or closed.
1.3 Escalation & Documentation
- Escalate clearly: Document why the ticket is being escalated, what has already been checked or completed, and what the receiving team needs to review. Assign the ticket to the appropriate group.
- Document meaningful activity: Record troubleshooting, contact attempts, decisions, routing, and next steps using customer-facing comments and private/internal notes as appropriate.
Section 2: Contact & Hold Procedures
2.1 Follow-Up Timeline
Day 1 – First Attempt Script
- Send a customer-facing comment.
- Keep the ticket In Progress while actively working the issue or awaiting the first response.
- The message should reflect progress or clearly identify what information is needed.
Day 2 – Second Attempt Script
- Make a second customer-facing contact attempt.
- If User Support is waiting for information from the customer, move the ticket to On Hold.
- Document the contact attempt and what is still needed.
Day 3 – Third and Final Attempt Script
- Send the final customer-facing follow-up.
- If there is still no response and no other work remains, close the ticket using the standard no-response closure process.
- Make it clear that the customer may reply or submit a new request if assistance is still needed.
| 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.
|
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
|
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
- When a valid phone number is available, make at least one phone-call attempt during the follow-up cycle.
- Document the date, outcome, and whether a voicemail was left.
- If no valid phone number is available, continue the follow-up process using customer-facing ticket comments.
2.3 When to Place a Ticket On Hold
- Place the ticket On Hold at the second contact attempt when User Support is waiting for information or action from the customer.
- Document:
- Date of the contact attempt
- Communication method used
- Whether a phone call or voicemail was completed
- What information or action is still needed from the customer
Section 3: Ticket Comment Guidelines
Customer Comments: Always log them directly in the ticket. Use friendly tone, clear language.
- Private/Internal Notes: Document what action you took, who you called, and when.
- 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 private comments for team-only updates: Select Private before saving when the information should not be visible to the requester.
- 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 continue the standard follow-up process if no response is received.