LotWize Help Center — Support Ticket Workflow Guide

Last updated: May 2026

This guide covers managing customer support tickets from creation to resolution.

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Ticket Channels

Customers can reach support through multiple channels:

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Ticket Lifecycle

New → Open → In Progress → Pending Customer → Resolved → Closed

Status Definitions

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Ticket Dashboard

Queue Overview

Go to Admin → Support to see:

• New tickets (unassigned)
• Open tickets (assigned, in progress)
• Overdue tickets (past SLA)
• Escalated tickets
• Resolved today

Ticket Table

Columns:

• Ticket ID (e.g., #4821)
• Subject
• Customer name and community
• Priority
• Status
• Assigned agent
• Created time
• Last update
• SLA timer

Sorting:

• By priority (P1 first)
• By age (oldest first)
• By SLA (overdue first)

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Priority Levels

Auto-priority rules:

• Contains "can't log in" → P2
• Contains "payment failed" → P1
• Contains "bug" or "broken" → P2
• Contains "how do I" → P3
• From Pro or PMC customer → +1 priority level

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Working Tickets

Assigning Tickets

1. Select unassigned ticket
2. Click "Assign"
3. Choose agent (or use auto-assign)

Auto-assignment rules:

• By expertise (billing, technical, onboarding)
• By customer tier (Pro/PMC → senior agents)
• Round-robin for equal load
• Language matching

Replying to Customers

1. Open the ticket
2. Read the full thread
3. Check customer context (plan, community, recent activity)
4. Write your reply:
   • Acknowledge the issue
   • Provide solution or next steps
   • Set expectations (timeline)
   • Include links to help articles
5. Click "Send Reply"

Internal notes:

• Use the "Internal Note" field for team-only comments
• Great for: investigation notes, escalation reasons, customer history

Escalating Tickets

When you need help:

1. Click "Escalate"
2. Choose escalation type:
   • Technical → Engineering team
   • Billing → Finance team
   • Management → Manager review
   • Security → Security team
3. Add reason for escalation
4. Engineering gets notified via Slack/email

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Macros (Canned Responses)

Save time with pre-written responses:

Built-in Macros

Creating Custom Macros

1. Go to Support → Macros
2. Click "New Macro"
3. Write the response template
4. Add variables: {{customer_name}}, {{community_name}}, {{ticket_id}}
5. Save

Apply a macro: Click "Insert Macro" when replying to a ticket.

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SLA Management

SLA Rules

Default SLA by plan:

Business hours: 9 AM - 6 PM ET, Monday-Friday.

After-hours: P1 tickets page the on-call engineer. All others queue for next business day.

SLA Breach Alerts

When a ticket is approaching or past SLA:

• Ticket turns yellow (approaching)
• Ticket turns red (breached)
• Manager gets notified
• Escalation required

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Metrics & Reporting

Support Metrics Dashboard

• Tickets created today/this week/this month
• First response time (average and by priority)
• Resolution time (average and by priority)
• Customer satisfaction score (CSAT)
• Ticket backlog
• Agent performance

Customer Satisfaction

After a ticket is resolved, the customer gets a short survey:

• 😊 Good — "How did we do?"
• 😐 Okay — "What could be better?"
• 😞 Bad — "We're sorry — a manager will follow up"

Target CSAT: More than 90% positive ratings.

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Knowledge Base Integration

Suggested Articles

When viewing a ticket, LotWize suggests relevant help articles based on the ticket subject and content. Agents can:

• Click to read the article
• Copy the link to send to the customer
• Flag the article as helpful or not

Article Gaps

If tickets keep coming in about something not covered in the knowledge base:

1. The system flags it
2. Agents can click "Create Article"
3. Write the article using the ticket as a starting point
4. Publish to help center

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Next Steps

• Dashboard Overview →
• Manage Users →
• Manage Organizations →
• Track Leads →
• Feedback Analysis →

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Support tools not working? Contact the admin team at support@sanafai.com.