Support Tickets

The process

Every ticket moves down these steps in order.

What it records

These fields come with the template. Add your own, rename them, or delete the ones you do not use.

• Customer emailtext
• Summarytext
• Severitytext
• Categorytext
• Resolution notestext
• Resolved datedate

Step by step

The documentation below ships with the template. It is what your team reads on the step itself while they are doing the work, not a manual filed somewhere else.

1. 01

   New

   Just came in — needs initial triage.

   Required before the job can move on

   • Customer email
   • Summary

   Purpose

   A new ticket has landed. Capture enough detail that whoever picks it up next can act without going back to the customer.

   Tasks

   1. Record customer_email so we can reply.

   2. Write a short summary of the issue in plain language.

   3. Acknowledge receipt with the customer within the SLA window.

   Gate to advance

   customer_email and summary must be set.

   Notes

   If the ticket is spam or clearly out of scope (wrong product, sales question), archive rather than triage.

2. 02

   Triaged

   Severity and category assigned; ready to be picked up.

   Required before the job can move on

   • Severity
   • Category

   Purpose

   Classify the ticket so the right person picks it up and the customer waits the right amount of time.

   Tasks

   1. Set severity: critical / high / medium / low.

   2. Set category: billing / bug / how-to / feature-request / other.

   3. Assign the ticket to the right team member.

   Gate to advance

   severity and category must be set.

   Notes

   If severity is critical, alert the on-call engineer in addition to assigning the ticket.

3. 03

   In Progress

   Assigned to someone and being worked on.

   Purpose

   Active work. Keep the customer in the loop and don't let the ticket go silent.

   Tasks

   1. Reproduce the issue or gather any missing context from the customer.

   2. Update the ticket with progress notes at least once per day for critical and high severity.

   3. Move to Pending Customer if you need information back from them.

   Gate to advance

   No required fields. Move on once the issue is solved or you're waiting on the customer.

   Notes

   If progress stalls for more than 48 hours without a clear blocker, escalate to a team lead.

4. 04

   Pending Customer

   Waiting on the customer to reply, confirm, or provide more info.

   Purpose

   We've done what we can — the customer needs to come back to us. Keep the ticket warm so it doesn't fall off our radar.

   Tasks

   1. Note in the activity log exactly what we're waiting on.

   2. Send a polite follow-up after 3 business days if no reply.

   3. Send a final follow-up after 7 business days warning that the ticket will be auto-closed.

   Gate to advance

   No required fields. Move back to In Progress when the customer replies, or move to Resolved if it's clearly fixed.

   Notes

   If 14 days pass with no reply, mark as Resolved with a note that the customer didn't respond.

5. 05

   Resolved

   Issue solved or closed — customer confirmed or auto-closed after silence.

   Required before the job can move on

   • Resolution notes
   • Resolved date

   Purpose

   The ticket is done. Capture how it was solved so the next person hitting the same issue can find the answer.

   Tasks

   1. Write clear resolution_notes — what the issue was, what we did, what the customer should do next time.

   2. Set resolved_date.

   3. Send the customer a final reply confirming the resolution.

   4. Tag the ticket for the knowledge base if it's a recurring issue.

   Gate to advance

   resolution_notes and resolved_date must be set. Terminal step — archive after.

   Notes

   Don't paste internal jargon into resolution_notes — write it as if the customer might read it later.