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Ticket Handling Playbook

Ticket statuses

StatusMeaningWhen to use
OPENNew, unread, needs attentionDefault for new tickets
PENDINGWaiting for user responseAfter you send a reply
RESOLVEDIssue fixedAfter user confirms, or after a fix is deployed
CLOSEDDone, no reply expectedAfter resolution with no further action needed

Common ticket types and responses

”Voice isn’t working”

  1. Ask which browser they’re using
  2. If Firefox: direct them to use Chrome
  3. If Chrome: ask them to check mic permissions (lock icon in address bar)
  4. If still broken: ask for browser version and OS, escalate if Chrome on macOS with permissions granted

”I can’t log in”

  1. Confirm they’re using the correct email (Google vs email/password)
  2. Ask them to try the forgot password flow
  3. If they signed up with Google and now trying email, explain they must use Google
  4. If all else fails: escalate to admin — may need an account lookup

”I was charged but don’t want it”

  • Do not process refunds directly — escalate to an admin immediately
  • Set ticket to PENDING and note it’s a billing dispute in your reply
  • Respond to user: “I’ve flagged this for our billing team and will follow up shortly."

"My data is missing”

  • This is high priority — escalate immediately
  • Do not speculate about what happened
  • Respond to user: “I’m looking into this with our engineering team and will follow up as soon as possible."

"The app is slow / crashing”

  1. Ask for browser, OS, and approximate time the issue occurred
  2. Check if there’s a known incident on the status page
  3. Ask them to try a hard refresh and clearing cache
  4. If persistent: collect details and escalate

Feature requests

  • Thank the user for the feedback
  • Set status to RESOLVED — these aren’t bugs
  • Forward the request to the product team via the appropriate Slack channel

Response templates

Acknowledgement (complex issues):

Thanks for reaching out. I’m looking into this and will get back to you shortly.

Directing to docs:

This is covered in our help center — [link to article]. Let me know if you have follow-up questions.

Escalating:

I’ve passed this to our team for further investigation. We’ll follow up as soon as we have an update.

Closing a resolved ticket:

Glad we could help! I’m marking this as resolved — feel free to open a new ticket if anything else comes up.