Find and understand a support ticket

A ticket keeps a customer’s request, conversation and progress together. Start by understanding the request before changing its status or replying.

Before you start: You need access to the relevant desk and an existing ticket to review.

Open the right request

1. Open Desk and choose the intended desk. Check the workroom and desk name; different services can have similar names.

2. Open Tickets. Find the request by its reference and full title. If it is missing, check the current queue or view filters before assuming it has been deleted.

3. Open the ticket and read its Detailed context. Read any conversation as well. The short summary or title may not contain the whole problem.

Understand the next step

4. Check the requester, department, priority and current status. The requester is the person asking for help; the agent is the person handling it. A department or queue does not necessarily mean that an individual agent has been assigned.

5. Look at Assigned agent or the owner information. If it is unassigned, arrange ownership through your desk’s process before promising a resolution time.

6. Read the ticket’s history and any linked work. A linked Board task may track a specialist’s part of the solution, while the ticket remains the place to manage the customer request.

Decide what happens next

You should be able to answer three questions: What does the requester need? Who is handling it? What must happen before it is resolved?

For example, if a customer cannot open the current guide, the next step is to identify the correct guide and resolve their access—not merely to rename the ticket or mark it closed.

Before replying: The Respond to the customer area is customer-facing. Read its recipients and content carefully; do not treat it as an internal note. A status change alone does not establish that the customer’s problem is solved.