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HOW TO USE THIS TEMPLATE:

Duplicate This Template:

Click on the "copy" icon in the top right corner to make a fresh copy each time you need to document a new process to keep things organized and standardized.
Customize the Sections:

Fill in placeholders [like this] with your team’s specific names, roles, tools, and other details relevant to your workflow.
Be Concise & Clear:

Avoid unnecessary details - focus on essential steps, clear responsibilities, and reasons behind tasks to ensure your team understands both what and why.
Review & Update Regularly:

Assign clear ownership for regular maintenance (ideally quarterly) to keep this document up-to-date and effective.

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SOP Title

[Add title] * Technical Ticket Handling & Escalation*

1. Objective

[Add objective] Ensure consistent, efficient handling of customer support tickets from first contact to resolution.

[Add scope] **

This SOP applies to all Customer Support Agents, Support Team Leads, and any cross-functional teams involved in escalations.

Responsible (R): [Add] Frontline Support Agent (handles incoming tickets)
Accountable (A): [Add] Support Team Lead (ensures timely resolution)
Consulted (C): [Add] Engineering Manager, Finance Team, etc. (for specialized queries)
Informed (I): [Add] Product or Exec Team (for high-severity issues)

[Add Steps] **

*1. Log & Categorize:

Initial Response:
- Acknowledge ticket within X hours (auto-response or personal message)
- Provide any known solutions (FAQ links, known bug status)
Escalation:
- If Billing issue → Tag Finance in Slack or project board
- If Product Bug → Create JIRA ticket, tag Engineering Manager
- If no resolution in 24 hrs → escalate to Support Team Lead
Resolution & Communication:
- Confirm with customer that issue is solved
- Update ticket with final notes, outcomes
Feedback Loop:
- Log repetitive issues in “Support Insights” doc
- Share with Product Team monthly*

[Add Tools Used] **