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Working Tickets

Customer Service

  • Use professional and polite greetings in the ticket. Modify predefined responses as needed to suit the particular situation.
  • Tickets should be assigned to an engineer as soon as they begin working on the ticket. A first response should be made within a timely manner (within 30 minutes).
  • Update the client regularly. The ticket should be updated within two hours if work is still being performed on the ticket.
  • Provide a recap of the issue and details on the solution or possible solution to the issue. If the request is an inquiry demonstrate an understanding of the inquiry and a detailed answer.
  • Grammar, spelling, and formatting in replies to customers are especially important!

Technical Accuracy

  • Resolve the issue as quickly and accurately as possible.
  • Add detailed notes to the ticket with information on what steps were performed and the results.