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Support Ticketing User Guide

This guide walks you through Sympoq's support ticketing system, covering how tickets are created, managed, and tracked until resolution. You'll learn about submission channels, ticket lifecycles, status definitions, and best practices for efficient customer support. Customers and agents can create tickets through multiple channels:

  • Common email clients (Outlook, Gmail, etc.)
  • Submission forms
  • REST API calls.

The unified inbox ensures teams to respond through the customer's preferred channel.

Ticket Lifecycle and Statuses

Sympoq automatically updates ticket status based on workflow progression and the most recent action performed. Understanding these statuses helps your team know exactly where each issue stands at any moment:

  • New: A ticket in "New" status indicates it has just been submitted and awaits triage. No agent has yet responded or assigned the ticket. It's your duty to review incoming requests promptly to prevent delays in customer service.
  • Working: Once an agent takes ownership of a ticket and when a customer submits reply, its status becomes "Working”". This shows that ticket requires action from the support agent:, e.g., actively diagnosing the issue, gathering information, or implementing a solution.
  • Pending: Tickets move to "Pending" when an agent needs additional information from the customer or when awaiting the customer's confirmation. While in this state, the ticket remains open but on hold until the customer replies.
  • Closed: After resolving the issue, an agent or the customer marks the ticket as "Closed". Closed tickets are considered complete, but can be reopened by either the customer or an agent, if further action is required. This status helps keep your dashboard focused on active work.

Keep in mind that all stakeholders (customer, agent, support manager, customer manager) have information about the ticket status at any time.

Communication and Record Keeping

Every interaction, such as emails, form submissions, agent replies, is logged within the ticket's history. This audit trail shows:

  • What actions were taken
  • When changes occurred
  • Which team members were involved.

Maintaining detailed records ensures accountability, simplifies escalation, and provides a knowledge base for recurring issues.

Reporting and Tracking

With a complete history for each ticket, you can:

  • Generate reports on resolution times, agent performance, and ticket volumes
  • Identify bottlenecks in your support workflow
  • Analyze trends to inform training or process improvements.

Use built-in dashboards or export data to your preferred analytics tools for deeper insights and continuous optimization of your support operations.