Support Desk Pack

What's inside

Six support templates to cut response time, improve consistency, and keep your team aligned during incidents.

• ticket-queue.md — master queue with priority, assignment, status, and resolution time
• escalation-and-routing.md — triage rules, routing map, and escalation contact format
• response-macros.md — ready-to-use greetings, status updates, billing responses, and closing lines
• customer-intake-form.md — structured intake for bug reports, feature requests, and billing issues
• support-runbook.md — SLA targets, communication standards, handoff rules, and common issues
• quality-audit-sheet.md — scorecard for reviewing agent performance and coaching actions

Who this is for

Customer support managers, CSMs, helpdesk leads, and small teams running chat/email support without expensive SaaS tools.

How to use

Copy into your helpdesk wiki, Notion, or shared drive. Customize the routing map and macros to match your product and tone. Use the QA sheet in weekly reviews.

Details