Customer Support

Customer Support Escalation

How to triage, respond to, and escalate customer support tickets.

1. 1Acknowledge every new ticket within one business hour.
2. 2Classify the ticket as billing, technical, or general inquiry.
3. 3Resolve tier-1 issues using the internal knowledge base.
4. 4Escalate unresolved technical issues to engineering after 24 hours.
5. 5Follow up with the customer once the issue is resolved and close the ticket.