Customer Ticket and Resolution [Template]

[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

Ticket Reception

This section includes tasks related to receiving and acknowledging customer support tickets.

1. Acknowledging a ticket was received

This task confirms to the customer that their ticket has been received and is being processed.

2. Assign ticket to a team member 

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.

Updating customer on a ticket progress 

This section includes tasks that keep the customer informed about the status of their ticket and any actions being taken to resolve the issue.

3. Apologize for company's mistake 

This is immediately after the ticket is received. You may include a Script or Dos/Don'ts list.

4. We're working on your case/We haven't forgotten about your case

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.

5. Update from the technician 

This follow-up comes directly from the technician handling the case on the progress and resolution. Add any instructions necessary.

More Information 

This section includes tasks related to gathering more information from the customer to help resolve the issue.

6. Ask for more information from a customer (optional)

This task is only necessary is you need more detail to resolve the issue.

Update ticket 

This task includes tasks for updating the ticket with any new information provided by the customer.

7. Issue fixed

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.

8. Inform the customer that the issue was fixed

Inform the customer that the issue has been resolved. Include any script info as needed.

9. Ask for needed further assistance

Check to see if the customer needs any additional assistance or if there are any other issues that need to be addressed.

Ticket closure

This section includes tasks related to closing the ticket.

10. Ticket closure issue fixed

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.

11. Ticket closure due to a lack of response

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.

12. Admitting a mistake in issue resolution

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.

Customer Follow-up

Close out the exchange by giving the customer the opportunity to ask more questions or raise another query.

13. Do you need any other help?

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.

14. Customer feedback

Either ask for feedback directly or share a client response survey.