Tickets

When there is nothing more we can do for the customer or they have asked for the ticket to be closed, make sure to delete it.

After collecting all the necessary information from the customer, move the ticket to the correct category. If there is no section which accurately describes the issue, leave it where it is.

When somebody has started answering in a ticket, that ticket is theirs. You cannot start helping in it until he customer has went without a response for 30 minutes or more, then you are free to take it over which makes it yours. Of course you can also take a ticket if someone tells you to.