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Tech Support Ticket Lifecycle

1. Overview​

This workflow governs how we handle technical issues during the fulfillment phase. It is strictly integrated with the Knowledge Base (KB) to prevent solving the same problem twice.

2. Ticket Stages (HubSpot)​

StageOwnerDefinitionExit Criteria
NewQueueUnassigned, fresh ticket.Triaged & Assigned.
Waiting on ContactAgentWe asked a question; waiting for client reply.Client replies.
Waiting on UsAgentWe are working on the fix.Fix deployed/Answer sent.
EscalatedTier 2Tier 1 cannot solve; requires specialized help.Resolved or moved to Tier 3.
ClosedAutomationIssue resolved.N/A

3. The "Knowledge-First" Workflow​

Rule: No ticket is closed without linking to a Knowledge Base (KB) article.

  1. Search: Agent searches KB in System 05.
    • Found it? -> Follow steps.
    • Not found? -> Create Draft.
  2. Solve: Agent applies the fix.
  3. Verify: Agent asks client to confirm resolution.
  4. Feedback Loop (The "Double Loop"):
    • Scenario A (Success): Link the KB article to the ticket. Close.
    • Scenario B (Gap): Article existed but was incomplete. Update the KB Article immediately.
    • Scenario C (New Issue): Finalize the "Draft" created in Step 1. Submit to System 05 for approval.

4. Escalation Matrix​

Level 1 (Generalist)​

  • Scope: Common FAQs, Password resets, Access issues, Standard Config.
  • SLA: Resolve 80% of tickets.
  • Escalate if: >30 mins spent with no progress.

Level 2 (Specialist)​

  • Scope: API Integrations, Complex Data Migration, Server Errors.
  • SLA: Resolve 15% of tickets.
  • Escalate if: Code change required or "Bug" suspected.

Level 3 (Engineering / Founder)​

  • Scope: Critical System Outage, Code Bugs, Security Breaches.
  • Action: Triggers "Incident Response" protocol.

5. Critical Incident Protocol (P1)​

  • Definition: System Down, Data Loss, or Security Incident.
  • Response:
    1. Create Ticket Priority: High.
    2. Notify #emergency channel in Teams.
    3. Page On-Call Engineer.
    4. Send "Status Update" email to affected clients within 60 mins.

Related Documents: