Point-by-point checklist

This is to be followed as a guide for first level support agents monitoring the support queue.

Before you start responding to a ticket:

• Have you recorded the user name and the user's practice correctly?
• Have you provided new users instructions on how to raise a support ticket? explaining the benefits of using the support site.

Checklist

	First touch: Triage, upon first review of a ticket, make an assessment of the urgency or timeliness of the solution and consider the escalation requirements. First touch tasks should be done with the benchmark timescale - 2 Hours. Prioritise tickets.
	First touch: Changing the title of the ticket.
	First touch: What version of the software is installed for the user?
	First touch: Restate the user's question, correcting any terminology to make sure a) you understand the issue b) the user has explained the issue correctly. Respond to the user.
	First touch: Determine the urgency of the ticket. Does the severity warrant escalating the issue immediately. e.g. Cannot enter a time entry..then escalate.
	Review: Is there an error message? Restate the error in the ticket title
	Review: Search KB for identifying error message. If any articles apply to the issue, tell the user "While I look into your ticket, is this article relevant to your query?"
	Review: Does the warning message or error explain the solution to the problem?
	Review: Ask for screenshots (show all parts of the screen including widows behind the any message / show error / size of screenshot).
	More detail: Is the issue specific to a job? Does the same issue happen for all jobs? Identify the job.
	More detail: Is the issue specific to one user? Do other users experience the same issue?
	More detail: Does the error relate to a transaction? What is the transaction ID?
	More detail: Is the issue caused by the user's environment? i.e. the issue cannot be replicated outside the user's environment?
	More detail: Can the issue be replicated? If so write down the number steps to replicate the issue.
	More detail: Is the issue caused by an installation problem. Is the user running the latest version of the application? Is this an old issue fixed by a later hot fix.
	More detail: View a list of typical errors.
	More detail: This should be done with the benchmark timescale - 4 Hours. (morning issues respond same day, afternoon issues respond by next morning (depending upon severity)
	Research: The knowledge base. Is it a known issue?
	Research: Previous support tickets. This is why it is important to record the issue properly.
	Research: Google.
	Record and replicate: Record the exact numbered steps to replicate the issue. Is there a workaround?
	If you are having problems understanding the issue then share the user's screen and ask for an explanation.
	Do we need a copy of the client data?
	Escalate the issue.

For more detail see:

https://exalt.zendesk.com/hc/en-us/articles/218871107-Checklist-for-answering-a-support-query