The website is now live and needs to be maintained. Having support personnel is crucial to the site’s success and the key role in sustaining the relationship between the client and the overall success of the website. Communication between the support line and client must be professional. Representing an organization when crisis hits, whether it be restarting a website, analyzing/debugging errors or installing security updates.
There are strategic steps taken and remaining calm helps. The goal is to resolve the issue and the first step is finding out what the issue is. Any information on how it happened can lead to discover what and where something may have broke. Reversing the change and “making things the way they were before” is the best result that can happen. Though, we don’t live in a perfect world and some issues are easier to resolve than others. Looking for temporary fixes can be a blessing and a curse, because remembering to close the ticket can lead to bigger problems in the future.
Knowing who can fix the issue is the next step. The use of a business resources needs to be well thought out before action is taken. Support tickets can eat away at a business if not managed efficiently. Taking notes while asking and answering questions provides greater insight into the problem which can be shared with the right person to make the repair. Clear communication is required during the support ticket process to ensure everyone on the issue knows it’s status.
The final step is understanding what the issue is and how to relay the information so the client can comprehend. Opening and closing support tickets is the reality of a website continuing, yet most important part or the web development process is limiting how many support tickets are needed.
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