Ticket Handling & Support Best Practices

Use a Priority Matrix based on Impact and Urgency:

• P1: Service down, data loss, security breach – immediate response, escalate if needed.
• P2: Major functionality impaired but workaround exists.
• P3: Minor issue, single user, can be scheduled.
• P4: Requests, questions, or low-impact issues.

• Be concise but warm: Use short sentences, but start with a friendly greeting.
• Use canned responses for common issues, but personalise them.
• Set clear expectations: "I'll need about 2 minutes to check that."
• Use screen‑sharing tools (e.g., TeamViewer, AnyDesk) when needed – always get consent.
• Type while listening: Take notes during voice calls – they become ticket notes.
• End with a summary: "Just to recap, we've done X and the issue is resolved. You can close the ticket if everything is fine."

1. Identify the problem: Gather info, question the user, reproduce if possible.
2. Establish a theory of probable cause: Consider the obvious (physical layer, recent changes).
3. Test the theory: Change one thing at a time and observe.
4. Establish a plan of action: Outline steps, consider impacts.
5. Implement the solution (or escalate).
6. Verify full system functionality and document everything.

Remember the golden rule: Never make multiple changes at once – you'll never know what actually fixed it.

Use the OSI model as a guide: start at Layer 1 (physical) and work up.

• Verify the fix: Confirm with the user that the issue is resolved.
• Document the solution: Write clear, concise notes for the knowledge base.
• Follow up: Send a brief email or message asking if everything is still working after 24 hours.
• Close with a summary: In the ticket, include what was done, what was the root cause, and any preventative measures.
• Auto‑close rules: If the user doesn't respond after a set period (e.g., 3 business days) and the issue is suspected fixed, the system may close it with a note.
• Never re‑open without new evidence: If the user reports the same issue later, open a new ticket linked to the old one.

Whether you use Jira, ServiceNow, or Zendesk, these principles apply:

• Statuses: New → Assigned → In Progress → Pending (waiting on user) → Resolved → Closed.
• Linking: Link related tickets (e.g., duplicates, parent/child issues).
• SLAs: Track response and resolution times – always update the ticket with time spent.
• Comments: Keep a professional, factual log – avoid emotional language.
• Search before creating: Always search for existing tickets to avoid duplicates.
• Knowledge base integration: Link solutions to KB articles to help users self-serve.

• Rule #1 – Users lie. It's not malicious, but they may forget or omit details. Always verify.
• Rule #2 – Document everything. Even if it seems trivial, it helps others and builds your knowledge base.
• Rule #3 – Escalate when stuck. Don't waste hours on a single ticket – use the team.
• Rule #4 – Keep learning. Technology evolves – dedicate 30 min daily to reading.
• Rule #5 – Be kind. A calm, patient approach defuses most situations.