SERVICE & REPORTING / 7 MIN READ
Handle a support ticket
Keep issue ownership, status and actual responses together.
Plan: Starter4 clear steps
Follow the steps
01
Create or open the ticket
Use Tickets to record the issue and link the appropriate customer.
02
Set priority and ownership
Choose the supported priority and select one or more active teammates. Keep the primary assignee clear when several people share the work.
03
Update the work
Record the status change and log only responses that were actually made.
04
Close with context
When resolved, save the outcome so the history is useful if the issue returns.
BEFORE YOU MOVE ON
Check the result
The ticket history shows the owner, latest status and saved resolution.
Worth knowing
Logging a response does not itself send a customer message.