Playbook: Troubleshooting a Support Ticket

Playbook: Troubleshooting a Support Ticket

This workflow covers how to efficiently investigate and resolve a support ticket.

Step 1: Read and Classify

  1. Read the ticket description carefully — understand what the customer is reporting
  2. Set the priority based on impact (Critical → Low)
  3. Assign to yourself or the most appropriate team member
  4. Set status to In Progress

Step 2: Reproduce the Issue

  1. Navigate to Gyms → [Affected Gym]
  2. Click Enter Gym to see exactly what the customer sees
  3. Navigate to the page/feature mentioned in the ticket
  4. Try to reproduce the reported issue
  5. Add an internal note documenting what you found

Step 3: Diagnose

Common issues and where to look:

SymptomCheck
"Feature not available"Plan tier → Feature flags → Gym overrides → User role
"Payments not working"Stripe connection → Payment method → Stripe dashboard
"Emails not sending"Automation status → Email template exists → Sender domain → Error log
"Members missing"Import status → Filter settings → Membership status
"Schedule issues"Recurring class config → Coach assignment → Date range
"Can't log in"Account status → Email verification → Password reset

Step 4: Resolve and Communicate

  1. Fix the issue (if it's a configuration problem you can fix) or escalate (if it's a bug)
  2. Reply to the customer explaining what happened and what was done
  3. Link to relevant KB articles for self-service in the future
  4. Set status to Resolved — this triggers the "Support Ticket Resolved" automation email

Step 5: Document