Best Practices: Replying to a Ticket

After reviewing the Ticket Page to gain an understanding of your customer's questions, we recommend following some basic guidelines for answering the ticket. As a general rule, you should always strive to resolve tickets with your first reply to reduce back-and-forth friction, provide efficient support, and achieve a high rate of First Contact Resolution (FCR). 
Tip:
Create macros for your most frequent ticket handling scenarios. You can use macros to apply several actions to a ticket in just one step. Learn More

Step 1 | Create an Introduction

Set the tone of your reply by adding a professional introduction. You can save time by creating various saved replies to match customer moods (e.g., satisfied, dissatisfied), then insert an appropriate reply by typing a keyboard shortcut.

Link articles to save time writing instructions and give customers tools to solving problems on their own. We recommend linking each ticket to at least one article from your Knowledge Base so that over time you can analyze the links and understand your top support issues. When linking an article, you can insert its contents, add a hyperlink, or link without adding to your reply (for data collecting).
Tips:
  • Use the Paste a link to your reply option to keep your response concise. 
  • Link Feature Request articles to determine which features your customers want most and automatically update them when features are released. 
  • Link Known Issue articles when customers contact you about specific bugs you're tracking so that you can update them automatically once resolved. 
  • Create internal articles for agents to link when you want to track an issue without having a public-facing article.

Step 3 | Type and Edit Your Reply

Create responses that are unique to your customer's situation and include more than just saved replies and article links. 

Step 4 | Create a Closing Statement

End your reply with a warm and professional closing statement encouraging your customer to contact you again if they need more help. Similar to your introduction, you can create a few versions of closing saved replies to match different scenarios. 

Step 5 | Send Your Reply

Take a moment to proofread your reply, then send it while simultaneously changing the ticket's status. You can CC additional recipients if you need to send them copies of the ticket. 

(Optional) Add Internal Notes

Internal notes can be seen by other agents on the ticket timeline but cannot be viewed by customers. Whenever you have additional information about a ticket that might benefit other agents, add it to an internal note. You can also notify other agents or groups in an internal note if you'd like them to view the ticket.

(Optional) Assign to an Agent or Group

If your ticket needs special attention from a specific team member or group, assign the ticket to them. Assigning tickets can be helpful when you need to escalate a ticket internally and have someone else review it.   
Tip:
Analyze your ticket response times with Wix Answers Insights to see which areas your team can improve the most.