Ticket Lifecycle

Purpose

To provideProvide a visual and step-by-step lifecycle process for service tickets from triage to closure. This ensures prompt communication, SLA compliance, proper documentation, and technician accountability.

1. Ticket Received, Created & Triggered 

• Source: Email, Portal, or Phone Call

All tickets are entered into Autotask with a timestamp and source for tracking SLA.

2. Initial Response Email – SLA (within 15 minutes)

• Action:

  • Acknowledge the request

  • Introduce yourself as the technician assigned

  • Provide initial troubleshooting (if possible)

  • Set time expectations

Example Template:

Subject: First Response

Hi [Client Name],

Thanks for reaching out. We've received your request regarding [brief summary].
I’ll be handling this for you and will provide an update by [timeframe].

[Optional: troubleshooting steps if possible]

If urgent, please call our service desk on 1300 530 000.

Kind regards,

3. User Responds (within 2 hours)

• If Yes:

  • Move to resolution or schedule work.

• If No:

  • Call the client within 2 hours of the first response.

  • If still no response, send a 'Call Back notice' (templated in CRM)

Ticket > New Note > [top right-hand corner] 'Enter Speed Code or Choose Template > Select 'CBN - (EX) Call Back Notice' 

• • • After 24 hours, follow up with a 'Follow-Up on your support request' 

Example Template:

• • Subject: Follow-up on your support request

     

    Hi [Client Name],

     

    Just following up on your service request regarding [brief summary of the issue]. We attempted to contact you by phone and are awaiting your response to proceed.

     

    Please let us know how you’d like to move forward, or if the issue has been resolved on your end.

     

    If we don’t hear back, the ticket will be closed after 48 hours from our last contact.

     

    Kind regards,

  • If still no response within 48 hours of the ticket being raised, email to advise closure.

Example Template:

• • Subject: Pending closure of your support request

     

    Hi [Client Name],

     

    We haven’t received a response regarding your service request for [brief summary of issue], and our last follow-up was over 48 hours ago.

     

    As there’s been no further contact, we’ll be closing this ticket today. If the issue persists or you need further assistance, feel free to reply to this email or contact us on 1300 530 000—our team is here to help.

     

    Kind regards,

  • Close the ticket after 72 hours (pending client response).

4. Attempt Resolution or Schedule with Client

• Action:

  • Resolve on first contact if possible (goal = <30 mins)

  • If not, schedule a resolution window

• Time Entry Logging Must Include:

  • Time spent

  • Steps taken

  • If resolved or pending

  • Confidence of resolution (e.g. “will be resolved in the next 15 minutesminutes)

Example Template:

Time Entry Example:
Time Spent: 30 minutes

Steps Taken:

• Created user account in Microsoft 365 admin portal

• Assigned appropriate licences (Business Premium)

• Added user to appropriate distribution groups and shared mailboxes

• Configured Autotask user account and standard permissions

• Tested mailbox access and login to Autotask – successful

• Provided temporary password and key login links to [Client Name] 

Resolution Status:

Confidence: Confident issue will be fully resolved within 15 minutes once user confirms successful login. Awaiting user confirmation before marking as resolved.

5. Ticket Resolved

• Tasks:

  • Enter final notes: what was done, how it was tested, and preventative advice

  • Log accurate time

  • Set ticket to "Completted"Completed"

Example Template:

Closing Note Example: 

User setup completed for [Full Name] 

Actions Taken:

• Created Microsoft 365 account and assigne licences

• Added user to:

  • Shared mailboxes: accounts@, support@
    

• Provisioned account with Standard User permissions

• Set up multi-factor authentication and issued temporary password

• Confirmed successful login to email, Teams, and Autotask

• Sent key credentials and login steps

• No issues reported during testing

Resolution Status: Resolved

Testing: Verified login to all platforms; client confirmed access is working

6. Escalate if Needed

• When to Escalate:

  • No resolution within 30 minutes

  • No clear path to resolution within an additional 15 minutes after that

  Action:

  • Escalate internally

  • Add detailed context for the next technician:

    • What’s the issue

    • What was attempted

    • Why it’s urgent

    • Expected outcome

YOU remain fully accountable for any tickets you were originally assigned — even if the ticket is escalated. Escalation does not transfer ownership. You are expected to actively follow through, support the resolution process, and ensure the ticket is completed to standard.

Add Time & Ticket Notes

• • All time must be logged. All notes must be:

    • Clear, concise, client-appropriate

    • Avoid internal shorthand or placeholders

    • Use fullcomplete sentences where possible

    • Include context for next steps or follow-up if required

Ticket Closure

When does a ticket close?
A ticket is eligible for closure three business days after being received, provided the following internal process has been followed in full.

⚠️ This process is not optional but a strict requirement for service consistency and accountability.accountability requirement.

Required Closure Sequence:

1. First Response Email – acknowledging and owning the request

2. Follow-Up Phone Call – within 2 hours if no reply

3. Call Back Email – summarising the attempt and next steps

4. Pending Closure Email – issued after 24–48 hours of no contact

Final Checks:

• A clear, final resolution note must be entered

Ticket Resolution Note Example – No Response from Client

Initial request received regarding [brief summary, e.g. access issues to shared mailbox].

Actions Taken:

• Responded within SLA and acknowledged the request

• Attempted phone call to client 2 hours after initial response — no answer

• Sent follow-up email after missed call

• Sent pending closure notice after 48 hours of no reply

• No response received after a total of 3 business days

Status: Unresolved – client non-response
Testing/Resolution: No resolution possible without further client input

• The reminder email must be logged against the ticket

• No loose ends (unlogged time, unclear outcome, unresolved escalations)

 Many workflows can be automated, but technician accountability is not part of that. If the process isn’t followed, the closure is invalid and reflects poor documentation and client service.

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Expectations