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Support tickets happen sometimes on projects. The Support Team is here to help support you as you work to resolve any issues directly with your client.
It is always simplest to do whatever you can to avoid support tickets arising in the first place. We have put together an article that gives suggestions of best practices to follow with each of your clients that will minimize the occurrence of support tickets. Check it out! Remember, an ounce of prevention is worth a pound of cure.
Even with the best prevention, however, issues arise. Your goal is to identify them and work to resolve them as quickly and painlessly as possible.
Sometimes, it's easy to identify a support ticket: you can see it right there under "Active Support Cases" in your Danger Zone. On other occasions, maybe a member of support has given you the heads up that an issue has arisen or looming.
On other occasions, it may be down to you to identify an issue. Keep an eye out for red flags and signs that you and your client may not be on the same page. Remember: the sooner you identify an issue, the faster and easier it is to resolve. Again, this article gives some tips on how to resolve these issues.
Occasionally, despite your best practices and proactive engagement with the client, it is impossible to deescalate the situation. Wherever possible, loop support in as soon as possible. If the client reaches out to support first, they will reach out to you as quickly as they can.
We recognize these issues sometimes catch us off-guard as experts and can be disappointing and frustrating. Stay focused on the big picture—the sooner the current issue is resolved, the sooner you can get back to the work you love.
Be proactive about resolving any issue and partner closely with the support team as needed. Additionally, no matter how frustrating you find the situation, always maintain A+ customer service with your clients. If you follow these tips, you'll find these tickets are resolved much faster and with a resolution that is more satisfactory and beneficial to you!
While the support team can assist in finding solutions to support tickets, we find that experts often have the best insight given they are the closest to the client and the project and can provide the best path to a satisfactory resolution. For more information, read this article on Handling Customer Issues!