Ticket Management

Triage Checklist

1. Identify the issue — What exactly is the customer reporting?
2. Reproduce if possible — Can we see the same behavior?
3. Check known issues — Is this a documented problem?
4. Assess impact — How many users affected? Business impact?
5. Assign priority — Based on impact and urgency
6. Route appropriately — Self-resolve, escalate, or delegate

Ticket Template

## Summary
[One-line description]

## Customer
- Account: [customer name/ID]
- Contact: [email/channel]
- Segment: [enterprise/SMB/self-serve]

## Issue Details
- **Reported**: [timestamp]
- **Priority**: [P0/P1/P2/P3]
- **Category**: [bug/question/feature-request/account]

## Description
[Detailed description from customer]

## Steps to Reproduce
1. [Step 1]
2. [Step 2]
3. [Expected vs actual result]

## Investigation Notes
[Your findings]

## Resolution
[How it was resolved]

Escalation Criteria

Escalate when:

• You cannot reproduce or diagnose the issue
• The issue requires code changes
• Customer is threatening churn
• Security or data privacy is involved
• SLA is at risk

Metrics to Track

• First Response Time (FRT) — Time to first human response
• Time to Resolution (TTR) — Total time from ticket open to close
• First Contact Resolution (FCR) — % resolved in first interaction
• Customer Satisfaction (CSAT) — Post-resolution survey score
• Ticket Volume — Trends by category, priority, time