---
Title: "How to Handle Support Tickets: 8 Best Practices"
Url: "https://computer.io/answers/how-to-handle-support-tickets"
Topic: "Ticketing"
Description: "Handle support tickets well: acknowledge fast, triage by priority, use templates, keep customers updated, link bugs and close with confirmation."
---

# 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

1. Acknowledge within your SLA.
2. Triage by impact and urgency.
3. Ask for everything you need at once.
4. Use templates and AI drafts, personalized.
5. Update at set intervals, even with no news.
6. Link bugs and feature requests to engineering items.
7. Confirm resolution before closing.
8. Tag and review for root causes.

## Simple ticket template

| Field | Purpose |
|---|---|
| Summary | One-line description |
| Customer and account | Context and priority |
| Steps to reproduce | For technical issues |
| Impact | Users affected, business effect |
| Attachments | Screenshots, logs |
| Linked items | Bugs, incidents, past tickets |

## FAQ

### What is the first step in handling a support ticket?

Acknowledge it and triage it: understand the issue and set its priority.

### How many tickets should an agent handle per day?

It depends on complexity and channel. Measure your own baseline and focus on resolution quality too.

### When should you close a support ticket?

When the customer confirms the issue is solved, or after a set period of no response following a solution.

## Related terms

- [Support ticket](https://computer.io/glossary/support-ticket)
- [Ticket management](https://computer.io/glossary/ticket-management)
- [Ticket triage](https://computer.io/glossary/ticket-triage)
- [How should you categorize support tickets?](https://computer.io/answers/how-to-categorize-support-tickets)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Compare

- [Devrev vs zendesk](https://devrev.ai/compare/devrev-vs-zendesk)

## Further reading

- [Ticket handling best practices](https://devrev.ai/blog/ticket-handling-best-practices)
- [Support ticket](https://devrev.ai/blog/support-ticket)
- [Ticket management](https://devrev.ai/blog/ticket-management)