Handle a support ticket from arrival to resolution
Quick summary: Keep the customer’s issue, responsible agent, next action and resolution together on one ticket.
Receive, classify and resolve
Section titled “Receive, classify and resolve”- Open Helpdesk and the relevant team or ticket list. Open the received request; create a new ticket only if the issue is not already being tracked.
- Check Customer, team, Assigned to and Priority. Add the useful tags and describe the problem, affected service and desired outcome.
- Review any SLA deadlines. Plan the next activity and escalate to the responsible colleague if the required response or resolution is at risk.
- Investigate and record internal findings as notes. Send customer updates from the ticket after checking recipients and attachments. Keep replies in the existing conversation.
- Move the ticket through the team’s agreed stages as work progresses. If waiting for information, state what is missing and who follows up.
- Record the resolution and communicate it to the customer. Move the ticket to the team’s configured closing stage when its closure criteria are met.
Deadlines and closure
Section titled “Deadlines and closure”A waiting stage does not automatically pause an SLA clock: only stages configured as excluded do so. An SLA can target an intermediate stage, so meeting the SLA is not the same as resolving the ticket. Closing a late ticket does not erase its missed deadline.
Use the configured closing stage, rather than assuming any column called “Solved” is treated as closed. Team managers maintain stage definitions and SLA rules.
Optional Implex automation
Section titled “Optional Implex automation”With Implex Helpdesk installed, words in the title can add configured tags and raise priority, and the customer’s support operator can be assigned automatically. Check the resulting values. If the team has a configured reopening stage, a new incoming reply in the existing email thread moves the ticket there; otherwise do not assume replies reopen it.
Result and common problems
Section titled “Result and common problems”- The ticket is unassigned: confirm the team and tags, then assign an available responsible agent under team policy.
- The customer replied after closure: review the new message, reopen in the agreed stage if needed and schedule the next response.
- An on-site visit is needed: use Create a service visit from a ticket.
- Time is billable: verify the customer/service linkage before logging timesheets.