Stage Definitions:
| Stage | Definition | Owner |
|---|---|---|
| New | Ticket just received, unassigned | System |
| Open | Assigned to agent, in progress | Agent |
| Pending | Awaiting customer response | Customer |
| On Hold | Awaiting internal team action | Agent |
| Resolved | Solution provided, awaiting confirmation | Agent |
| Closed | Customer confirmed resolution | System |
Categories:
- Billing and Payments
- Account Management
- Technical Issues
- Product Enquiries
- Complaints and Escalations
- KYC and Verification
- Refunds and Disputes
Priority Levels:
| Priority | Criteria | Response Time |
|---|---|---|
| Low | General enquiries, feedback | 24 hours |
| Medium | Account issues, billing questions | 8 hours |
| High | Service disruptions, failed transactions | 4 hours |
| Urgent | Security issues, account compromise | 1 hour |
Workflow 1 — New Ticket Auto Assignment
- Trigger: New ticket received
- Action: Auto assign to available agent
- Condition: Based on ticket category
- Notification: Agent receives email and in-app alert
Workflow 2 — SLA Breach Warning
- Trigger: Ticket approaching SLA deadline
- Action: Send warning notification to agent
- Condition: 1 hour before SLA breach
- Escalation: Auto notify Team Lead if breached
Workflow 3 — Customer Follow Up
- Trigger: Ticket in Pending status for 24 hours
- Action: Send automated follow up to customer
- Condition: No customer response received
- Close: Auto close if no response after 72 hours
Workflow 4 — Escalation Trigger
- Trigger: Ticket marked High or Urgent
- Action: Notify Team Lead immediately
- Condition: Priority level change
- Response: Team Lead acknowledges within 30 minutes
Workflow 5 — CSAT Survey
- Trigger: Ticket marked Closed
- Action: Send automated CSAT survey to customer
- Condition: All closed tickets
- Tracking: Responses logged in HubSpot dashboard
| Channel | First Response | Resolution |
|---|---|---|
| 2 hours | 24 hours | |
| 1 hour | 8 hours | |
| Phone | Immediate | Same day |
| Social Media | 1 hour | 8 hours |
Macro 1 — General Acknowledgement
"Thank you for reaching out. I have received your request and will get back to you within [timeframe]. Your ticket reference is [REF]."
Macro 2 — Pending Customer Response
"I hope this message finds you well. I am following up on your recent request [REF]. Could you please provide [information needed] so I can resolve this for you promptly?"
Macro 3 — Resolution Confirmation
"I am pleased to confirm that your issue has been resolved. Please do not hesitate to reach out if you need further assistance."
Macro 4 — Escalation Acknowledgement
"I understand the urgency of your situation. I have escalated your case to our specialist team who will contact you within [timeframe]. Your reference number is [REF]."
Macro 5 — Ticket Closure
"Your ticket [REF] has been closed following resolution. We would appreciate your feedback on your experience. Please complete our short survey: [LINK]."
- Log every customer interaction immediately after contact
- Update ticket status at every stage of resolution
- Add detailed notes to every ticket for team visibility
- Never close a ticket without customer confirmation
- Tag tickets correctly for accurate reporting
- Use macros to maintain consistency across all responses
- Review open tickets daily to prevent SLA breaches
- Escalate immediately when resolution is outside your scope
Weekly Reports to Track:
| Metric | Target | Frequency |
|---|---|---|
| CSAT Score | 90%+ | Weekly |
| First Contact Resolution | 70%+ | Weekly |
| Average Handle Time | Reduce monthly | Weekly |
| SLA Compliance | 95-100% | Weekly |
| Net Promoter Score | Positive trend | Monthly |
| Ticket Volume | Monitor trends | Weekly |
How to Pull Reports in HubSpot:
- Go to Reports dashboard
- Select Customer Support report
- Filter by date range, agent or ticket category
- Export to CSV for further analysis
- Share with Team Lead every Monday
- Leaving tickets in Open status without updates
- Closing tickets without customer confirmation
- Not logging interactions immediately
- Using wrong ticket category or priority level
- Missing SLA deadlines without escalating
- Not adding notes when handing over tickets
- Sending responses without personalisation
- Ignoring CSAT survey results
Primary CRM: HubSpot — tickets, workflows, reporting and customer management
Additional CRM & Ticketing Tools: Zendesk — tickets, workflows and reporting | Freshdesk — tickets, workflows and reporting | Zoho CRM — tickets, workflows and reporting
Collaboration & Productivity: Notion | Slack
Also experienced working with proprietary in-house CRM and ticketing systems in high volume Telecom environments.