Handle a support request from intake to resolution
Bring capture, ownership, communication and review together in one practical workflow.
Handle a support request from intake to resolution
Use this workflow for a real request your team is responsible for handling. Keep one ticket as the main record so the customer’s need, the work and the final result stay connected.
Capture and understand
1. Select the correct desk and check for an existing matching ticket. If none exists, open Tickets → + New ticket. Enter Issue title, full Detailed issue context and Requester name, plus the correct follow-up details and relevant routing values. Select Create ticket once, then find and reopen it.
2. Clarify the finish condition. What should the customer be able to do? Which source or version matters? Ask only for missing information; do not make the requester repeat what is already in the ticket.
Give the work an owner
3. Review the priority and department against the actual impact. In Assigned agent, use Assign a desk member when an owner is needed. Selecting an account saves immediately, so check the person first. Reopen the ticket to confirm the assignment.
4. Decide whether work can stay in the ticket or needs a specialist task. For separate work, use Linked tickets → Create task and supply a complete Description, or Link board task for an existing match. Check the saved task and relation; do not assume the ticket’s owner or deadline automatically transfers.
Communicate and review
5. Send a useful progress update through Respond to the customer after checking the destination and any CC. Explain the next action and review point. Use Comments for an appropriate team contribution rather than treating every note as a customer response.
6. Check the complete returned solution against the agreed criteria. Preserve required unchanged material. If the request depends on a page, file or customer access, check that actual route. Ask for a focused correction when the result is incomplete.
Finish the request
7. Keep the outcome summary on the ticket. Use the offered lifecycle action, such as Move to Resolved, only when the service’s resolution requirements are satisfied. Reopen the same ticket and confirm its state. Keep Closed for the separate closure decision when required.
8. Review any remaining follow-up and service timing separately. If the customer still cannot achieve the agreed outcome, keep that work visible rather than letting a final-looking badge stand in for a solution.
You have finished when the request is findable, ownership is clear, the customer has an appropriate update and the saved state reflects the checked outcome.
Continue learning
In this series: Handle support requests — guide 14 of 14.
Turn what you learned into the way the team works.
Mark this lesson complete once the workflow exists in your workspace—not simply when you reach the bottom.