Core Process 01 of 08
Ticket Intake & Triage
Every support case starts here. Capture the right information, classify correctly, set priority, and acknowledge the customer — before any work begins.
Owner: Allison — Engineering Manager
Performed by: Mary | Tech Support Admin
Business Hours: 5:00 am – 5:00 pm PST
Version: v1.2
Purpose
Every support case starts here. No shortcuts at intake means no rework later. A ticket that leaves this step fully populated, correctly classified, and acknowledged is a ticket that will be resolved faster.
1
Receive the Request
Identify the channel and create a ticket immediately
|
Email
Auto-creates a Zendesk ticket. No manual action needed.
81% of volume
|
Phone Call
Agent creates a Zendesk ticket manually during or immediately after the call.
~9% of volume
|
Missed Call
Mary | Tech Support Admin creates ticket from voicemail or callback. Capture all available info.
Action required
|
Rule: All cases must exist as a Zendesk ticket. No ticket = no case. If it isn't in Zendesk, it isn't being worked.
After-Hours Submissions (before 5am or after 5pm PST)
Tickets submitted outside business hours receive an automated Zendesk response directing the customer to the Zendesk KB for self-service. The 1-hour first response SLA begins at 5:00 am PST the next business day. No manual action required.
2
Capture Required Information
Confirm all required fields before doing anything else
| Field | Status | Notes |
|---|---|---|
| Customer name | Required | |
| Company / site | Required | |
| Email address | Required | |
| Phone number | Required | |
| Customer type | Required | End user (direct) or Distributor — BestPack sells via distribution; affects routing and communication |
| Machine model | Required | Check BP Search first — if not found or unconfirmed, ask the customer and enter manually |
| Machine serial number | Required | Ask the customer if not included — enter manually |
| Problem description | Required | |
| Business impact | Required | |
| Error codes | If available | |
| Photos or videos | If available |
Tools to use:
Zendesk — ticket record
BP Search (Teams) — machine history, NetSuite data
HubSpot — sales context
Missing information: Mary | Tech Support Admin contacts the customer directly to collect any missing required fields before routing the ticket.
Internal note required: After intake, add an internal note in Zendesk summarizing all key information collected — even if the fields are filled. The assigned agent needs full context without reading the full thread.
3
Classify the Request Type
Select "Type of Tech Support request" in Zendesk — required field that drives routing
|
Technical Issue
Machine fault, error code, performance problem, remote diagnostics, PLC/electrical, mechanical troubleshooting
→ Routes to Technician
|
Part Quote Request
Customer knows the part they need and wants a price, availability, or lead time
→ Routes to Customer Service
|
Part Number Identification
Customer needs help identifying the correct part — does not know the part number
→ Routes to Customer Service
|
Select the correct type before assigning the ticket. This field is required in Zendesk and controls which fields are required at ticket closure.
4
Set Priority
Assign based on customer-reported business impact
|
P1
Machine Down
Production completely stopped. Cannot run.
"Line is down, nothing going out"
|
P2
Degraded
Major issue, production impacted but running.
"Machine faulting every 10 minutes"
|
P3
Minor Issue
Intermittent fault. Workaround available.
"Occasional fault, not critical"
|
P4
Question
Information request. No production impact.
"How do I adjust tape tension?"
|
When in doubt between two levels, escalate the priority. It is easier to lower a priority than to miss a critical response window.
5
Acknowledge the Customer
Send the acknowledgment macro in Zendesk within the required window
Within 1 hour — all priorities, all channels
|
Confirmation received
Let the customer know their case was received and is being reviewed
|
Ticket number
Include the assigned Zendesk ticket number for reference
|
Expected next step
Tell them what happens next and approximately when
|
SLA clock starts
1-hour window runs during business hours only (5am–5pm PST)
|
What Good Looks Like
- Ticket is fully populated — no missing required fields before leaving Mary's queue
- Customer type (end user or distributor) is noted on every ticket
- Machine model and serial number are confirmed — asked if not present, never assumed
- Internal note added before routing — assigned agent has full context immediately
- Request type is selected in Zendesk before the ticket is routed
- Priority reflects actual business impact — when in doubt, go higher
- Customer receives an acknowledgment within 1 hour during business hours
- After-hours submissions handled by Zendesk automation — no manual action needed
The BestPack Support Way · CP01 of 08
CP02 — Ticket Assignment
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