🎫How to handle a ticket

👤 One-at-a-Time Rule

  • Only 1 staff member should handle a ticket at once.

  • If the last staff reply is 3+ minutes old, another staff can take over.

  • Bot shows: “⚠️ Last staff reply: 3+ minutes ago. Available for takeover.”

✅ Prevents confusion. ✅ Ensures customer gets one consistent voice.

📖 Reading Before Replying

  • Always read the whole ticket history before typing.

  • Never ask “Do you still need help?” if the issue is clearly unresolved.

  • Avoid repeating the same question.

✅ Shows professionalism. ✅ Saves customer frustration.

🤝 Customer Engagement (Waiting for Admin)

When a ticket needs Admin/Owner action (e.g., HWID reset):

  • Keep customer updated while they wait. Examples:

    • “The admin will be with you shortly, thanks for waiting 🙏”

    • “Meanwhile, can you share a screenshot of the error so we’re ready?”

  • Offer small troubleshooting steps if possible.

  • Always set clear expectations: “Might take a few minutes.”

👀 Hidden Staff Notes

  • Prefix with . to make a staff-only message.

  • Example:

    .User already tried reinstall. Likely HWID mismatch → escalate.

  • Customers never see these.

✅ Keeps tickets clean. ✅ Helps staff coordinate internally.

🎁 Free Trial Feedback

  • Always encourage trial users to update their feedback once issue is solved.

  • Example:

    • “Glad it’s fixed! Could you update your feedback post so others see your positive experience?”

⭐ Vouches

  • Vouches increase sales & trust.

  • Always remind before closing a ticket.

  • Incentive: Customers get +6 hours added to their key for vouching.

  • Example line:

    • “Would you mind dropping a quick vouch? 🙏 You’ll also get +6h added to your key.”

📑 Ticket Queue

🧑‍🤝‍🧑 Team Queue System

  • Tickets are tagged to teams.

  • Use /team queue to see only your team’s open tickets.

  • Sorted by oldest first (no cherry-picking easy ones).

⏱️ Oldest First Rule

  • Always handle oldest ticket first.

  • Skipping doesn’t remove it — it stays in the queue.

  • Keeps backlog under control.

🚫 Anti-Spam & Farming

💬 Message Rules

  • Minimum content: 15–20 characters

  • Merge rule: Spammed messages are merged into one message to ensure you dont send one word messages etc.

  • Cap: AI decides the message cap per ticket to ensure message farming is not a possibility

🚩 Farming Flags

Bot looks for patterns:

  • Many replies but no progress

  • Repeating same instructions

  • Escalating too late (dragging out)

Escalation flow:

  1. First flag → bot DMs staff a nudge

  2. Second flag → bot shows modal (Escalate / Waiting for Customer / Action Taken)

  3. Third flag → ping to Manager for review

🧩 Complex Ticket Exceptions

  • Some tickets are genuinely long (AnyDesk sessions, advanced troubleshooting).

  • Admin can mark as Complex → Raises message + message bonus on ticket close.

  • Prevents staff from being underpaid on hard cases.

🕒 Coverage & Scheduling

⏰ Clock-In / Clock-Out

  • Must /clockin to start shift (no clock-in = no pay).

  • /clockout when done.

  • Pay & KPIs only count while clocked in.

🌙 Dead Period Tracking

  • Bot tracks gaps with no active staff.

  • If tickets stack during a dead period → flagged in coverage reports.

  • Helps managers adjust scheduling.

😴 Sleep-Queue Handling

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