Define the entry points
List the channels and what each is used for. Decide which kinds of message become tickets, for example refunds, complaints and anything that needs more than one reply.
Assign ownership
Every conversation and ticket gets exactly one owner. Use round-robin or manual assignment inside a team, and agree how handovers between shifts are recorded.
Set priorities and due times
Use a small scale such as normal, high and urgent, and attach a response and resolution target to each. Keep the targets realistic, then tighten them as you learn.
Plan escalation
Decide who is warned when a due time is close and who steps in when it is missed. Escalation should be a rule, not a favour somebody asks for.
Close the loop
Confirm the resolution with the customer and ask for a short rating. Review the feedback weekly and fix the top recurring cause.
Keep reading
A practical guide to ticket prioritisationPrioritise by customer impact and urgency, keep the scale simple and protect the oldest tickets from being forgotten.When to automate customer support, and when not toAutomate repetitive, low-risk work like routing and confirmations, and keep people in charge of judgement calls.Want this set up for your team?
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