A ticket is the written story of one customer request from start to finish. If you can create, update and close tickets well, you can slot into almost any support team, whatever tool they use. Interviewers sometimes give candidates a few sample tickets and ask how they would handle them, so this is worth practising.
What a good ticket contains
- Who: the customer's name and how to reach them, taken from the verified record.
- What: a clear one line summary, then the details. "Customer cannot log in after changing phone" is better than "App problem".
- When: dates and times of the issue and of each contact.
- Channel: phone, chat, WhatsApp, email or social media.
- Priority, status and tags.
- Actions and notes: what you checked, what you told the customer and what happens next.
Setting priority
Teams usually have levels such as low, normal, high and urgent. Your company will have its own rules, but these questions help:
- Is money missing or at risk? That is usually high or urgent.
- Is the customer completely blocked, such as unable to log in or receive a service?
- Are many customers affected at once? That may be an outage, which needs to go to a team leader quickly.