Handling tickets effectively

IDEAL TICKET PROCESS: 1. Open it within your SLA time 2. Read fully before responding 3. Assign to the right team member 4. Set priority correctly 5. Add an internal note with your diagnosis 6. Send an external reply acknowledging receipt INTERNAL vs EXTERNAL COMMENTS: Internal notes are only visible to your team. External comments are visible to the customer. CSAT: After closing a ticket, the customer receives a 1-to-5 rating email. Review CSAT scores weekly.