From “can you help?” to “all done.”
Capture the context, choose an owner and keep progress clear throughout a support request.
Capture the request
Keep the problem and its context together. Include the affected customer or equipment when relevant, what has already been tried and what a successful resolution looks like. Avoid putting passwords or private credentials in a ticket.
Give it an owner and a next step
Use status to show where the work stands, urgency to communicate its importance, and the assignee to make responsibility clear. A due date is a commitment to review, not a substitute for assigning the work.
- Review new and unassigned requests.
- Choose who will handle the next action.
- Set the urgency and due date to match the actual need.
- Record the next action in the ticket.
Keep the work moving
Update the existing ticket as the work changes. Use the list to find requests and review their current status. Board and calendar views are optional capabilities; check the Board Views Pack if another view would help. Internal Notes is a separate add-on—check the audience of a message before adding private team context.
Close the loop
Confirm what was done, record the outcome and update the status. Before deleting anything, consider whether the history will be needed for customer follow-up, equipment servicing or reporting.