Support tickets

In support, what upsets a customer is not always the problem, it is the silence: the request left unanswered because nobody knew whose it was, or the email lost among a hundred others. When the queue has no visible status, the same thing gets answered twice and whatever was waiting on a reply gets forgotten.

This board orders the support queue by giving each request a clear status, from new to resolved, with a stop for what depends on the customer replying. It suits one person handling support for a small product and a team splitting tickets that needs to see what is open at a glance.

From new to resolved

Each ticket enters New and moves across the columns as it gets handled, answered and closed. These are the stages and their tasks.

New

The support inbox: freshly arrived requests still to be triaged and assigned. The first card is a sample to triage.

• Sample ticket to triage

In progress

Tickets someone is actively handling.

• Reply to the customer

Waiting

What is stalled because it depends on the customer replying or sending more info, so it is not confused with the abandoned.

• Waiting on customer reply

Resolved

Closed once it is confirmed the customer was taken care of.

• Confirm it was solved

How it works in Foco

On import, Foco creates the "Support" job as a Kanban board with these four columns. Each ticket is a card you drag from one column to the next as you handle it: on desktop with drag and drop, and on mobile by switching between each column's tabs.

Assign each ticket to the person handling it, store the details of an incident as a voice note or photo inside the card, and if you support several products, Panorama shows tickets from all your jobs at once, each in its job's color.