A customer emails, another sends a WhatsApp message, a third fills in a form on your website. Without somewhere central those land in three different places and one of them gets missed.
Service Triage is that central place. Every request becomes a ticket with its own number, and stays visible until somebody closes it.
How a ticket arrives
Tickets come from eight channels: email, WhatsApp, web chat, phone calls, SMS, Facebook, Instagram and Sync Chat. They can also be created by hand when someone phones in and you need to log it yourself.
Whatever the route, the result is the same: a numbered ticket in one queue.
What a ticket carries
A number, assigned automatically, so you can refer to a case without describing it.
A source, so you know where to reply.
A customer, linked to their record where one exists. That link is what puts their open balance, deal count and previous tickets on screen beside the request.
A nature and a severity, covered in Ticket Nature and Severity.
An owner, or nobody, which is itself worth knowing.
A status, moving from New through to Closed.
An SLA state: on track, met, or breached.
The seven statuses
| Status | What it means |
|---|---|
| New | Arrived, nobody has looked at it |
| Open | Acknowledged, waiting to be worked |
| In progress | Someone is on it now |
| Waiting | You have replied; the customer has not |
| Escalated | Flagged as needing senior attention |
| Resolved | Dealt with |
| Closed | Confirmed done |
Waiting is the one that goes stale. It means the ball is in the customer's court, and a ticket can sit there indefinitely if nobody chases. Build a habit of revisiting them.
Creating one by hand
Use New ticket, then give it a title describing what the customer actually needs, in plain language rather than internal shorthand. Link the customer if they exist. Set nature and severity at creation, because that is what decides how it gets picked up.
If you know who should handle it, assign them before saving. An unowned ticket relies on somebody noticing it.
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