How should you handle support tickets?
Handle support tickets by acknowledging them quickly, triaging by impact and urgency, gathering the details you need in one request, using templates for common issues, keeping the customer updated at agreed intervals, linking product bugs to engineering issues, and closing only after confirming the problem is solved.
Eight best practices
- Acknowledge within your SLA.
- Triage by impact and urgency.
- Ask for everything you need at once.
- Use templates and AI drafts, personalized.
- Update at set intervals, even with no news.
- Link bugs and feature requests to engineering items.
- Confirm resolution before closing.
- Tag and review for root causes.
