# Support ticket resolution SOP template ## How to use this template - Fields written as `[fill in: ...]` are blanks — replace each one with the value for your process. - Lines starting with `>` are guidance, not part of the SOP — delete them once you've filled in the real content. - Recording this process in Ledgerium generates a filled-in version of this SOP automatically. ## Document control - Process owner: [fill in: process owner] - Version: [fill in: version] - Effective date: [fill in: effective date] - Last reviewed: [fill in: last reviewed date] - Approved by: [fill in: approver name or title] ## Applies to / Use when > Who uses it: Support agents who work tickets, the team lead who handles escalations, and the support manager who owns response targets. Quality reviewers reference it when scoring tickets. > When to use it: Use it when onboarding support agents, standardizing how tickets are handled across the team, or reducing time to resolution. - Applies to: [fill in: who this applies to in your organization] - Use when: [fill in: when your team should follow this procedure] ## Purpose > Why the procedure exists and the response and quality targets it supports. [fill in: purpose details] ## Scope > Which ticket types and channels the procedure covers, and what is out of scope. [fill in: scope details] ## Roles > Who triages, who resolves, and who handles escalations. [fill in: roles details] ## Procedure > The ordered steps from ticket open to confirmed resolution and close. [fill in: procedure details] ## Exceptions > How to handle escalations, reassignments, and tickets that need another team. [fill in: exceptions details] ## Records > What is logged on the ticket and where resolution is confirmed. [fill in: records details] ## Worked example — steps from a real recording > Example steps from a real recording — replace with your own. 1. **Receive and triage** — Open the ticket and set priority and category from the triage rules. 2. **Diagnose the issue** — Gather details and reproduce or confirm the problem. 3. **Resolve or escalate** — Apply the fix, or escalate to the right team if it is out of scope. 4. **Confirm with the customer** — Verify the issue is resolved and the customer agrees. 5. **Close and log** — Record the resolution and close the ticket. 6. [fill in: step] 7. [fill in: step] ## Review checklist — common mistakes to avoid - [ ] Leaving the triage rules out, so priority is set inconsistently - [ ] Documenting first-contact resolution but not the escalation path - [ ] Closing tickets without confirming the issue is actually resolved ## Limitations of this template A template is a starting structure. Your real triage rules and escalation path are captured best by recording an actual ticket rather than filling in a blank outline. --- Template: https://ledgerium.ai/sop-templates/ticket-resolution-sop-template · Generated automatically from a real recording, or fill in by hand. Template last updated: June 2026 From Ledgerium recordings: A generated ticket SOP captures the escalation and reassignment steps from a real recording, which is where most resolution delay lives and which a first-contact template usually omits. See the full recorded workflow: https://ledgerium.ai/workflow-library/zendesk-ticket-resolution-workflow