> For the complete documentation index, see [llms.txt](https://replyblue-catalog.gitbook.io/replyblues-organization/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://replyblue-catalog.gitbook.io/replyblues-organization/support-sops-breakdown/1-how-to-handle-inbound-tickets.md).

# 1️⃣ How to Handle Inbound Tickets

## Purpose:

To ensure every support request is logged, responded to quickly, and resolved efficiently.

## Steps:

1. Acknowledge Within 2 Hours:
   * Confirm receipt via Slack or email.
   * Use pre-written templates for fast replies.
2. Log in CRM/Ticket System:
   * Enter issue details (customer name, description, screenshots if provided). 
   * Use our [defect portal ](https://www.notion.so/1ce9dc77804f801d8735cab8bad802bc?v=1ce9dc77804f8173ae6b000cdbf21268\&pvs=4)in Notion to track any bugs.
3. Diagnose:
   * Check knowledge base for existing fixes.
   * If solved, reply with steps and mark as “Resolved.”
4. Track Time:
   * Note response and resolution times for reporting.

## Best Practice:

✅ Always confirm issue is resolved before closing the ticket.