Support Fundamentals
The process of recreating a customer’s issue in a test environment to diagnose it
Reproducing the issue
A ticket where the entire platform is down for multiple customers would typically be assigned this priority
This type of report allows users to customize data output based on filters and fields specific to their needs
Custom Report
When support proactively/ reactively informs customers about outages or incidents
Status Page
This metric measures how long it takes for support to send the initial reply to the customer
First Reply
Forum-based platform used for verifying if an issue is a bug with the product team
Documentus
If a ticket is waiting on the customer to respond, it usually is in this status
Awaiting Client Reply
A user cannot see certain data that others can access. This is most likely caused by?
A permission issue
This communication style acknowledges frustration while maintaining professionalism
Empathy
This metric is how long it takes Support to close out a case
Resolution
The process of categorizing, prioritizing, and assigning incoming support tickets
Ticket Triage
A field required when assigning a Bug/ Issue that can be recreated to let Product know what iteration of the software the customer is using
Current Version
A “bug” that turns out to be exactly how the feature was designed to work is called?
Expected Behavior
When support avoids using jargon like “API latency” and instead explains it simply
Simplifying communication/ translating technical language
How many cases should you have in your backlog on average?
25
This type of knowledge resource allows customers to solve issues without contacting support
A Knowledge Base
A ticket is incorrectly marked as critical, but only affects a single non-blocking workflow, what is the action that should be taken?
Downgrade the priority
A database restart causing temporary service interruption would typically trigger this
Incident/Outage/Service Degradation
What should you do if a customer is wrong about how the product works, but strongly insists they are correct.
Correct politely and provide evidence or documentation
Survey that is delivered on each ticket when solved contributes to the?
CSAT (customer satisfaction)
Framework measures service quality by defining response and resolution times
SLA (Service Level Agreement)
Assigning tickets based on agent expertise or product specialization is an example of this
skill-based routing
This type of system architecture allows software to be delivered via the internet rather than installed locally.
SaaS (Software as a Service)
Acknowledge to them that it is product feedback and encourage them to submit their idea
This is the target metric for High resolution time in Business hours
40 hours