This Standard Operating Procedure (SOP) describes how our support team handles customer inquiries, tickets, and issues - ensuring every customer gets fast, friendly, and effective help.
📩 How to Receive and Log a Ticket
- New Inquiry Arrives:
- Via email, chat, phone, or web form.
- Log the Ticket:
- Create a support ticket in [Support System/Tool Name].
- Include customer’s name, contact info, issue description, and any screenshots or files provided.
- Acknowledge Receipt:
- Reply to the customer within [e.g., 1 hour] confirming receipt and giving an estimated response time.
Tip: 📝 Always log every interaction and update ticket status to keep the team in sync!
🎯 Ticket Prioritization
- Urgent: Outages, security issues, VIP customers—respond within [e.g., 1 hour].
- High: Major product bugs, payment problems—respond within [e.g., 4 hours].
- Normal: General questions, feature requests—respond within [e.g., 1 business day].
🛠️ Troubleshooting & Resolution
- Review the ticket and clarify details with the customer if needed.
- Check internal resources (FAQ, knowledge base) for solutions.
- If unable to resolve, escalate to the appropriate team or specialist.
- Communicate progress and next steps to the customer.
- Once solved, test the solution and confirm with the customer that the issue is fixed.
📦 Ticket Closure
- Mark the ticket as resolved in the system.
- Send a friendly closing message to the customer with a feedback request.
- Update the knowledge base if a new issue/solution was discovered.
🚩 Escalation
- Escalate urgent or unresolved issues to [Team Lead/Manager] after [e.g., 24 hours].
- Document the escalation reason and all actions taken so far.
❓ FAQ
Q: What if I don’t know the answer?
A: Escalate to the right expert/team. Never leave a ticket unresolved or unanswered.
Q: What if a customer is unhappy?
A: Stay polite and empathetic. Escalate to your supervisor if needed.