Technical Support Ticket Creation SOP

How tickets should be detailed

*Note: If the issue can easily be solved/fixed, such as a simple design issue, a detailed ticket is not needed*

When making a ticket for a customer, you should be concise in your ticket, writing only relevant detailed information pertaining to the problem at hand. You should first write down what the problem is. You should then write a troubleshooting section, detailing what you have tried to do to solve the issue. Once all your troubleshooting is written down, you should next write down your diagnosis, and what you think the problem is. If you have the solution to the problem, write that down as well. If the problem lies with a missing part, always tag Chan Hwang, as he oversees the manufacturing side of the machines, thus he will check if it is the manufacturing department’s fault. Below are good examples of how a ticket should be written. You should also add the duration of not only the call, but also the duration of things you have done to solve the ticket.

Another thing to note is that another thing that would be good to add to tickets is the time frame you plan to follow up with the customer, just to show others that you will be doing a follow up.

Questions to ask the customer

There are a few key questions you should ask the customer before continuing. They are the following:

• What is your machine ID number?
• How old is your machine?
• What is the machine model?
• Was there any modifications made to your machine?