Ticket Management: From Inbox Chaos to Systematic Resolution

An unmanaged inbox is a customer retention time bomb

When support requests arrive via email, WhatsApp, phone, and in-person — with no central tracking — things get missed. A customer who submits a ticket and never hears back doesn't just leave unhappy: they tell everyone. Harvard Business Review research shows that customers who have a bad service experience tell twice as many people as those who have a good one.

Proactiq Help Desk gives you one inbox. Every issue, every status, every conversation — in one place.

The four priority levels and their SLA targets

• Urgent — System down, data loss, payment failure. Everything else stops. First response: 1 hour. Resolution target: 4 hours.
• High — Core feature broken with no workaround. First response: 4 hours. Resolution: 24 hours.
• Normal — Feature not working as expected, workaround exists. First response: 24 hours. Resolution: 72 hours.
• Low — General questions, cosmetic issues, feature requests. First response: 72 hours. No resolution SLA — prioritise based on bandwidth.

The ticket workflow in Proactiq

1. Customer submits via web form or email. Ticket appears in Help Desk with status Open.
2. Agent assigns the ticket to themselves (or their manager assigns it). Status remains Open.
3. Agent adds an internal note (visible only to the team) with their diagnosis plan.
4. Agent replies via the Comments section. Customer receives an email notification automatically.
5. Status changes to In Progress when active work begins.
6. When resolved, agent changes status to Resolved and sends a closing message with the solution documented.
7. Ticket auto-closes after 48 hours of no customer response. If the customer replies, it reopens.

Setting up ticket categories

Go to Support → Settings → Categories and create categories that match your product areas:

• Billing & Payments
• Account Access (login issues, password reset)
• Feature Not Working
• How-To Question
• Feature Request
• Data & Exports

Good categories do two things: they help agents triage faster, and they generate data. After 90 days, you'll see which categories generate the most tickets — those are your biggest opportunities for self-service documentation.