How staff should manage support desk cases and callbacks
Read the full history before responding
Check if this customer has previously submitted a support request. Responding without history context causes the customer to repeat themselves, which damages trust immediately.
Escalate with context intact
When escalating a case, pass the full history, not just the latest message. The receiving agent must understand the customer's journey without needing to call back for clarification.
Callbacks must have a time commitment
Never promise a callback without giving a specific time window. "We will call you soon" is not a commitment it is a complaint waiting to happen.
Escalated or reopened cases come before new submissions. A customer who already waited and was not helped is a higher priority than a first-contact enquiry.
Reference
Type
Status
Created
Actions
Submission Detail
Select a case, review the history, then resolve, escalate, or schedule a callback with a specific time commitment.
Customer care quality rule
No case can be marked resolved without a documented outcome. If resolved by phone, write a one-sentence summary of the resolution. The record must stand on its own.
Case resolved
Record what was done, the resolution channel, and whether the customer confirmed satisfaction. Do not self-certify resolution without customer acknowledgment.
Case escalated
Record who is now responsible, what information was handed over, and the new expected resolution date. The customer should be informed of the escalation proactively.
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