When you receive a ticket take the following steps:

  • Read everything, don't skim as there may be something key that you have missed
  • Check if you understand, if you don't then identify what it is you don't understand and ask clarifying questions
  • Figure out all the information you require and then begin writing the questions you need to ask to the customer
  • Be clear and concise in your response so the customer knows exactly what is being asked, this makes it easier for them to provide you with what you need
  • Images are your friend, send pictures of what you require when appropriate. 
  • Not all customers have the same technical knowledge, write responses that would be understandable to all audiences.
  • Finally take this as the first opportunity to build rapport, if win the customer now you don't need to win them back later, send responses that demonstrate professionalism and approachability.