Improve Customer Experience with an SOP for Seamless Support Ticket Handoffs
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It can be challenging as a support agent to know when an issue is no longer appropriate for you to handle. You don't want to escalate a ticket to other teams too quickly, but you also don't want the customer experience to suffer by waiting too long to escalate something important.
This interactive SOP guides a support agent through each of the appropriate troubleshooting steps for an issue, providing clear and concise next steps each step of the way. If these steps don't resolve the issue, the SOP will provide in-context guidance for when it's appropriate to escalate the ticket, and who to assign it to.
SOP for Troubleshooting and Escalation Points
Troubleshooting Steps and Escalation Points
{note}Has the customer provided all necessary information to understand the issue? {formmenu: no; yes; name=q1}
{if: q1=no}
{error: Next steps: collect required information from customer. Ensure we have user email address, version number, and computer type}{elseif: q1=yes}
Have you provided them with basic troubleshooting steps? A full list of initial troubleshooting steps are available here. {formmenu: ; no; yes; name=q2}
{endif}{if: q1=yes and q2=no}
{error: Next steps: complete the basic troubleshooting steps described in the link above}{elseif: q1=yes and q2=yes}
Did the basic troubleshooting steps resolve the issue? {formmenu: ; no; yes; name=q3}
{endif}{if: q1=yes and q2=yes and q3=yes}
{error: Next steps: close the ticket}{elseif: q1=yes and q2=yes and q3=no}
{error: Next steps: offer a live troubleshooting call to walk through additional steps and collect additional information}
Did the live troubleshooting call resolve the issue? {formmenu: ; no; yes; name=q4} {endif}{if: q1=yes and q2=yes and q3=no and q4=yes} {error: Next steps: close the ticket}{elseif: q1=yes and q2=yes and q3=no and q4=no} {error: Next steps: escalate request to Tier 2 team by placing it in their ticket queue}{endif}{endnote}
Did the live troubleshooting call resolve the issue? {formmenu: ; no; yes; name=q4} {endif}{if: q1=yes and q2=yes and q3=no and q4=yes} {error: Next steps: close the ticket}{elseif: q1=yes and q2=yes and q3=no and q4=no} {error: Next steps: escalate request to Tier 2 team by placing it in their ticket queue}{endif}{endnote}
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