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Support Tickets checklist

Track customer support tickets from intake through triage, work, and resolution.

Ticket referenceDate started

Work down the steps in order. Fields marked * must be filled in before moving to the next step.

  1. 1. New

    Just came in, needs initial triage.

    • Record customer_email so we can reply.
    • Write a short summary of the issue in plain language.
    • Acknowledge receipt with the customer within the SLA window.
    Completed byDate

  2. 2. Triaged

    Severity and category assigned; ready to be picked up.

    • Set severity: critical / high / medium / low.
    • Set category: billing / bug / how-to / feature-request / other.
    • Assign the ticket to the right team member.
    Completed byDate

  3. 3. In Progress

    Assigned to someone and being worked on.

    • Reproduce the issue or gather any missing context from the customer.
    • Update the ticket with progress notes at least once per day for critical and high severity.
    • Move to Pending Customer if you need information back from them.
    Completed byDate

  4. 4. Pending Customer

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

    • Note in the activity log exactly what we're waiting on.
    • Send a polite follow-up after 3 business days if no reply.
    • Send a final follow-up after 7 business days warning that the ticket will be auto-closed.
    Completed byDate

  5. 5. Resolved

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

    • Write clear resolution_notes, what the issue was, what we did, what the customer should do next time.
    • Set resolved_date.
    • Send the customer a final reply confirming the resolution.
    • Tag the ticket for the knowledge base if it's a recurring issue.
    Completed byDate