When a ticket comes in
- Ensure a response is given within sixty (60) minutes.
- If the request is clear and you have a timeline from the tech team inform the customer as to when the task will be completed. If there is a cost include the cost and ask the customer if they want us to do it at the cost provided.
- If the request is not clear, reach out to the customer asking for clarification.
- Respond to the client with your interpretation of the task, the timeline and the cost if applicable.
Handling the ticket
- If no assistance or permission is required from either the technical team or the client, carry out the task.
- If permission is needed, communicate with the client to see if they agree to the conditions given.
- If agreed, proceed by notifying the customer and technical team that the task is approved and will be started.
- Keep the client up to date with periodic (daily) progress updates.
- Once the task is complete or the timeline has come for the task, send the resolution or status to client.
- If the task is not complete, explain to the customer why and agree upon a new timeline.
- If the task is complete, ensure that they are satisfied with what has been done.
Ticket timelines
- Should be responded within an hour of receipt
- Should be closed within 24 hours
- Customer should be provided with daily updates on long running tickets, they should not be left wondering.
Closing a ticket
- Before ticket closure ensure the client is notified of the resolution and is satisfied
- Should generally be closed within 24 hours except for special cases which require long technical assistance
Last updated 1 year ago