Best practices for customer communication and ticket handling

This article lists guidelines how to best handle tickets and communicate with customers.

Communicate when closing a ticket

If a customer is not getting back or we do not have more information for the customer, close the ticket. If it is not clear that the case is solved, make sure to inform the customer that you will close the ticket, but he can get back if he has additional questions.

Put a meaningful ticket description

When the ticket is created the request from the customer is proposed as ticket description. Make sure to shorten it, remove cryptic signs or signatures. If the issue is not part of initial request, adjust the description later on. You can also simplify it by creating a bullet list. The technical learning or solutions do not need to be part of the ticket description but are documented in notes. The customer will receive an email including the ticket description once the ticket is opened and once the ticket is closed.

Document the solution in ticket notes

Make sure the entire solution is documented in ticket notes. If you have a call or discussion with a dev add the findings to a note. If the case got complicated, make sure to summarize the final findings in a pinned note before closing the ticket.