ticket-lifecycle
Ticket Lifecycle — Under 100 People
What This Process Does
Ticket lifecycle at this size is the workflow that turns a customer issue into a resolved problem fast and well. You have 50–500 customers; ticket volume 50–500/month; 1–5 support agents (often founder + 1–3 CS people); tooling is Intercom, Help Scout, HubSpot Service Hub, Zendesk Team plan, or Freshdesk Sprout/Blossom. Every ticket interaction is high-stakes — at this customer count, a single bad support experience travels far.
The work: respond fast, resolve correctly, hand off cleanly when needed, and learn from patterns. Mistakes at this size are personal: a missed escalation = founder hearing about it Monday. The advantage of being small: every agent can know every customer; every issue can get attention. Use that.
Start Here: ERP•AI Templates
ERP•AI's Small Business Support Desk template provides multi-channel inbox (email, chat, social), basic auto-routing by topic, simple SLA tracking, customer-context view from CRM, and CSAT collection. Pair with Knowledge Base Starter (covered separately) for deflection content.