Resolution process
Who can resolve tickets
Users with resolution permissions:- Project Managers
- Managers
- Must be PM who owns ticket or have manager access
When to resolve
Mark tickets resolved when:- Issue is completely fixed
- Solution is tested and verified
- No further work needed
- Client can confirm resolution
Resolving support tickets
Resolution workflow
1
Work completed
Team member submits for review (Awaiting Review status)
2
PM verifies
PM tests the fix thoroughly
3
Click Resolve
Opens resolution dialog
4
Write summary
Explain what was fixed and how
5
Submit
Ticket marked Resolved
6
Client notified
Email sent to client with resolution details
Resolution summary
The resolution summary should include:- What was broken - Brief recap of issue
- Root cause - Why it was happening
- What was fixed - Changes made
- How to verify - How client can confirm
- Any caveats - Edge cases or limitations
The product filter was not working due to a JavaScript error in the collection page template. We fixed the event handler that wasn’t properly binding to the filter buttons. The filter now works correctly across all collection pages. Test by visiting any collection page and clicking filter options - results should update immediately.
Testing before resolution
PM should verify:- Issue no longer occurs
- Fix works across all affected stores
- No side effects introduced
- Edge cases handled
- Mobile and desktop work
- Reproduce original issue (should not occur)
- Test happy path
- Test edge cases
- Check related functionality
- Verify on all affected stores
Resolving escalations
Escalation resolution
Internal escalations require:- Issue addressed
- Action plan documented
- Team coordinated
- Client expectations reset (if needed)
Resolution summary for escalations
Should document:- Concern raised - What was escalated
- Investigation - What was discovered
- Actions taken - How it was addressed
- Outcome - Current state
- Prevention - Steps to avoid repeat
Scope creep concern regarding client requesting features outside retainer. Met with client and CSM to clarify retainer scope vs project work. Created clear documentation of what’s included. Client now understands that new features require quotes. Established process for flagging scope questions before starting work.
Escalation outcomes
Resolutions may include:- Client expectations realigned
- Process improvements
- Additional resources allocated
- Contract adjustments
- Communication protocols established
Escalation resolutions are internal. Focus on what was learned and how to prevent similar issues.
Resolving questions
Quick resolution
Questions can be resolved fast:- No work to verify
- Answer provided in comments or summary
- Mark resolved immediately
- Client gets notification
Answer in resolution summary
Provide the answer clearly:- Direct response to question
- Step-by-step if applicable
- Links to relevant docs
- Contact for follow-up
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Post-resolution
What happens after resolution
When ticket is resolved:- Status changes to Resolved
- Timestamp recorded - When resolved
- Client notified via email
- Resolution visible in portal
- Ticket archived in system
Client can still
After resolution, clients can:- View ticket and resolution
- See resolution summary
- Access attachments
- Review conversation history
- Reference for future issues
Reopening tickets
If issue resurfaces:- Create new ticket referencing old one
- Don’t reopen resolved tickets
- New ticket allows proper tracking
- Links show relationship
Time tracking
Logging time
Time should be logged:- As you work on ticket
- When completing ticket
- After resolution if needed
Time entry details
Include:- Duration - Hours spent
- Date - When work was done
- Activity type - “Support”
- Notes - What you did
Time aggregation
Time logged:- Totals on ticket detail
- Rolls up to client budget
- Compared to estimate
- Used for reporting
Converting to quotes
When to convert
Convert tickets to quotes when:- Work is beyond quick fix
- Needs proper scoping
- Requires significant time
- Should be quoted separately
Conversion process
1
Identify scope
Realize ticket needs more than support hours
2
Click Convert
“Convert to Quote” button (PM only)
3
Quote created
New quote created with ticket details
4
Ticket links
Ticket shows link to quote
5
Quote workflow
Follow standard quote process
What transfers
From ticket to quote:- Client
- Title
- Description
- Attachments
- Link back to ticket
- Priority (quotes don’t have priority)
- Time logged (stays on ticket)
- Status (quote starts fresh)
The ticket remains for reference but the work continues through the quote workflow.
Resolution best practices
Test thoroughly
Verify fix works before marking resolved
Clear summaries
Explain resolution in plain language
Client perspective
Write for client understanding, not technical team
Include verification
Tell client how to confirm the fix
Document learnings
Note what you learned for future tickets
Timely resolution
Don’t delay marking resolved once verified
Common resolution scenarios
Scenario 1: Bug fix
Ticket: Product images not loading Resolution:- Developer fixed image path issue
- PM tested on all stores
- Verified images load correctly
- Resolution summary explains fix
- Client notified
- Resolved status set
Scenario 2: Scope discussion
Ticket: Client wants new feature via support Resolution:- PM recognizes needs quote
- Converts ticket to quote
- Quote sent to client
- Original ticket resolved with note: “Converted to Quote #45”
- Client follows quote workflow
Scenario 3: Question answered
Ticket: How to add discount codes? Resolution:- CSM provides step-by-step answer
- Includes screenshots
- Links to Shopify docs
- Resolved with answer in summary
- Client can reference anytime
Troubleshooting
Can't mark ticket resolved
Can't mark ticket resolved
Only PMs and Managers can resolve tickets. If you’re the assignee, submit for review instead (Awaiting Review status).
Resolved but issue persists
Resolved but issue persists
Create a new ticket referencing the original. Don’t reopen resolved tickets. This allows proper tracking of the recurring issue.
Client says they weren't notified
Client says they weren't notified
Check client has active status and valid email. Verify resolution was saved properly. Resend notification if needed.
Need to edit resolution summary
Need to edit resolution summary
Open ticket and edit the resolution summary field. Changes are allowed after resolution.
Resolved by mistake
Resolved by mistake
PM can change status back to previous state. Add comment explaining why it wasn’t actually resolved.
Metrics and reporting
Resolution tracking
System tracks:- Time to acceptance
- Time to resolution
- Time in each status
- Time logged vs estimate
Key metrics
Per ticket:- Response time (New → Accepted)
- Resolution time (New → Resolved)
- Time in progress
- Accuracy of estimate
- Average resolution time by priority
- Resolution rate by team member
- Common issue types
- Client-specific patterns
Using metrics
Insights help:- Improve response times
- Better estimate similar issues
- Identify recurring problems
- Allocate support capacity
- Recognize team performance
Best practices summary
Speed by priority
P1 immediate, P2 same day, P3 1-2 days, P4 when able
Thorough testing
Test fix completely before marking resolved
Clear communication
Keep client informed throughout
Accurate time
Log time to improve estimates
Quality resolutions
Fix root cause, not just symptoms
Learn and improve
Use resolution data for future tickets