Template
Support Ticket Template
A simple ticket format for logging customer issues consistently — whether in a helpdesk or a shared sheet.
Summary
Every ticket needs: customer, channel, issue, priority, owner, status, next step. Missing any of these makes tickets hard to track or escalate.
Ticket fields (required)
- Ticket ID
- Date received
- Customer name + email
- Channel (email / chat / phone / social)
- Issue summary (one line)
- Full description
- Priority (P1-P4)
- Status (new / in progress / waiting / resolved / closed)
- Assigned to
- Next step
- Target resolution date
Ticket fields (optional but useful)
- Product / feature area
- Related order or account ID
- Tags (bug, how-to, billing, feature request)
- Internal notes (not customer-visible)
- Time spent
- Satisfaction score
Sample ticket
#2041 · 18 Apr · Jane Doe (jane@acme.com) · Channel: email · Priority: P3
Issue: Cannot export report to PDF.
Description: Customer clicks Export button on dashboard, browser downloads a 0-byte file.
Assigned to: Li · Next step: Replicate and check error log · Target: 19 Apr EOD
Tips
- Keep the summary short enough to scan in a list view
- Use canned templates for common ticket categories
- Tag tickets consistently — powers the monthly category review
- Internal notes are not for venting — assume customer might see them
Frequently asked questions
Spreadsheet or helpdesk?
Spreadsheet under 30 tickets/week. Helpdesk when it breaks the inbox.
Next step
Keep exploring related resources to strengthen this area of the business.
Use Customer Feedback FormPhase 2 content slot (ads / affiliate)