[DELETE AFTER READING: Here is a generic template that you can use to outline and share step-by-step guides using Scribe. You can learn more about Scribe here and see how to duplicate and use this template here.]
This template is for managing customer support tickets and resolving issues. It includes several sections to help organize the process and ensure that customers receive prompt and efficient service
This section includes tasks related to receiving and acknowledging customer support tickets.
This task confirms to the customer that their ticket has been received and is being processed.
This task assigns the ticket to a specific team member or department for handling. If you have any instructions for how to conduct this process, you can auto-generate a step-by-step guide using Scribe. Here's how.
This section includes tasks that keep the customer informed about the status of their ticket and any actions being taken to resolve the issue.
This is immediately after the ticket is received. You may include a Script or Dos/Don'ts list.
This is after a period of time passes. The task reassures the customer that their case is being worked on and they haven't been forgotten. You may include a Script or Dos/Don'ts list.
This follow-up comes directly from the technician handling the case on the progress and resolution. Add any instructions necessary.
This section includes tasks related to gathering more information from the customer to help resolve the issue.
This task is only necessary is you need more detail to resolve the issue.
This task includes tasks for updating the ticket with any new information provided by the customer.
How does the internal team track that the issue is resolved? If you are using a specific system, use Scribe to outline how to mark a resolution. Here is a placeholder Scribe that you can replace with your own.
Inform the customer that the issue has been resolved. Include any script info as needed.
Check to see if the customer needs any additional assistance or if there are any other issues that need to be addressed.
This section includes tasks related to closing the ticket.
This task closes the ticket when the issue has been resolved. Here is a placeholder Scribe that you can replace with your own auto-generated step-by-step guide to show how to go through the process.
This is only in the event in the lack of a follow-up. Include details for how to track the closure of this ticket and notify the customer. Here is a placeholder Scribe that you can replace with your own auto-generated step-by-step guide to show how to go through the process.
If another issue arises or you recognize a mistake made, there should be a protocol to acknowledge the issue to ensure that the customer is most likely to be satisfied with the service. Here is a placeholder Scribe that you can replace with your own auto-generated step-by-step guide to show how to go through the process.
Close out the exchange by giving the customer the opportunity to ask more questions or raise another query.
Include the standard script for inquiring and the process for opening another ticket if needed. Here is a placeholder Scribe that you can replace with your own auto-generated step-by-step guide to show how to go through the process.
Either ask for feedback directly or share a client response survey.