Habits that make tickets finish
Small habits that keep every request traceable from first email to resolved.
- One request, one ticket. Do not mix two problems in one thread.
- Every ticket has an owner.
- Use clear statuses: new, in progress, waiting on customer, resolved.
- Close the loop. Tell the customer when it is resolved.
#Review weekly
Once a week, look at the tickets that sat longest and the questions that repeat. Repeating questions are your cue to write a help article or fix the cause.
Note
A ticket is easier to solve when the agent can see the customer’s deal and past invoices next to it.