Managing support tickets efficiently is critical to ensuring customer satisfaction and operational consistency. This guide outlines a detailed, step-by-step approach to handling tickets as they come in, including prioritization protocols, validation checks, investigation methods, and effective communication techniques.
1. Ticket Intake Order: First-In, First-Out (FIFO)
Support tickets should always be processed in the order they are received. This First-In, First-Out (FIFO) method ensures fairness and efficiency. However, there are two important exceptions:
High Priority Tickets: Issues causing major operational impact.
Urgent Tickets: Situations where the customer is completely unable to conduct business.
Address high priority and urgent tickets immediately, regardless of their place in the ticket queue.
2. Opening a Ticket: Initial Checks
When opening a ticket, the first step is to validate the contact and associated company:
A. Validate the Contact
Check who submitted the ticket.
Ensure the contact is linked to the correct company.
Exceptions include corporate contacts and third-party inquiries.
B. Verify Through CBMS
Log into the customer’s CoreBridge Management System (CBMS).
Check if the contact exists under the associated company.
If verified, associate the contact accordingly.
3. Understanding the Ticket Details
A. Review Subject and Body
Carefully read both the subject line and the full ticket description.
B. Identify the Relevant System
Some customers use multiple CoreBridge systems.
Use the System URL in ticket properties or confirm with the customer.
Update the System URL field in the ticket for clarity.
4. Researching the Solution
Before responding to a ticket, it's important to fully research the issue. Below are the key resources available to support agents:
A. Knowledge Base
Your first stop should always be the internal Knowledge Base (KB):
Search for step-by-step guides, FAQs, and product documentation.
Prioritize using documented procedures for consistent responses.
Tip: If the KB doesn’t cover the situation, suggest an article update using the Instructional Design Request Form.
B. Previous Tickets
Use ticket history to identify patterns or previously resolved instances:
Search by customer name, issue type, or keywords.
Review resolution steps, involved systems, and any customer preferences.
Reuse proven solutions, but tailor them to the current context.
Learning from past tickets helps prevent redundant troubleshooting and speeds up resolution.
C. Test the Issue
First, attempt to recreate the issue in your test system.
If error can not be recreated in your test environment, Attempt to recreate the issue on the customer's system without creating any irreversible effects. If recreating the issue will result in changes, request permission from the customer prior to testing.
NOTE: This includes, but is not limited to: cloning orders, adding users, as well as editing parts, pricing templates, and modifiers.Replicate the customer's issue without affecting live data.
Confirm system behavior, permission settings, or error messages.
Testing helps validate assumptions and avoid introducing new issues in production.
D. V2 or V3 Support Chat
When in doubt, collaborate:
Use the V2 or V3 Support Chat to connect with other agents in real time.
Share context and ask targeted questions.
Document the advice received for future use or KB updates.
This is your live support line—don’t hesitate to use it for tricky or urgent cases.
5. Responding to the Ticket: Be Clear and Personal
After researching and confirming your next steps, it’s time to respond.
Avoid Generic Acknowledgments
Customers already receive an auto-confirmation when submitting the ticket. Your response should provide new, valuable information. It should also conveys empathy and confidence in our product.
Best Practices for Responses:
Personalize to the issue.
State actions clearly.
Demonstrate understanding and engagement.
✅ Example Responses:
Hi [Customer Name],
Thanks for reaching out. I understand you're unable to access the reporting module after the latest update. I’ve checked your account settings and confirmed that the new permissions were not applied correctly. I’ve escalated this to our platform team to correct the issue.
I’ll follow up with more details as soon as I have an update. Let me know if you see any changes on your end in the meantime.
Hi [Customer Name],
After reviewing the part and its associated modifier, I can confirm that the system is calculating the modifier correctly.
The total retail price of the part is $604.87, which includes a $5.00 setup fee. It's important to note that this setup fee is not included in the modifier calculation—it is added after the modifier is applied.
The system calculates the modifier based on the retail price before the setup fee, which is $599.87. A 25% modifier is then applied to this amount, resulting in $149.97.
Please let me know if you have any further questions!
Tip: Thoughtful, transparent communication builds trust and keeps customers informed throughout the process.