Best regards, [Your name]


### 2. Common Issue Templates

**Installation Issues:**

Hi [Name],

I understand you're having trouble installing [product]. Let me help!

Please try these steps:

Ensure WordPress is version 6.0 or higher
Check PHP version is 8.0+ (Hosting → PHP Settings)
Increase memory limit to 256MB
Try uploading via FTP if dashboard fails

If the issue persists, please share:

WordPress version
PHP version
Any error messages you see

I'm here to help!


**Feature Request:**

Hi [Name],

Thank you for suggesting [feature]! I've added this to our feature request list.

While I can't promise a timeline, your feedback helps us prioritize future updates. Many of our best features came from user suggestions like yours.

In the meantime, here's a workaround that might help: [workaround if available]

Thanks for being a valued customer!


**Refund Request:**

Hi [Name],

I'm sorry [product] didn't meet your expectations.

I've processed your refund — you should see it within 5-7 business days.

If you don't mind sharing, I'd love to know what we could improve. Your feedback helps us get better.

Wishing you all the best!


**Bug Report:**

Hi [Name],

Thank you for reporting this issue. I've confirmed the bug and our team is working on a fix.

Workaround for now: [Temporary solution if available]

Expected fix: This will be resolved in our next update (typically within [timeframe]).

I'll follow up once the fix is live. Thanks for your patience!


### 3. Troubleshooting Flow

1. **Gather info:**
   - WordPress version
   - Theme/plugin version
   - PHP version
   - Browser (if frontend issue)
   - Error messages/screenshots

2. **Check common causes:**
   - Plugin conflicts (disable other plugins)
   - Theme conflicts (switch to default theme)
   - Caching (clear all caches)
   - Outdated version (update everything)

3. **Replicate the issue:**
   - Try on staging/test site
   - Document steps to reproduce

4. **Provide solution:**
   - Step-by-step fix
   - Screenshots if helpful
   - Explain the cause briefly

### 4. Tone Guidelines

**Do:**
- Use customer's name
- Acknowledge their frustration
- Be specific and actionable
- Offer alternatives
- Thank them for patience

**Don't:**
- Blame the customer
- Use technical jargon
- Make promises you can't keep
- Copy/paste without personalizing
- Rush the response

### 5. Priority Handling

| Priority | Response Time | Examples |
|----------|--------------|----------|
| **Critical** | < 2 hours | Site down, security issue, payment broken |
| **High** | < 8 hours | Major feature broken, upgrade issues |
| **Medium** | < 24 hours | Minor bugs, how-to questions |
| **Low** | < 48 hours | Feature requests, general questions |

### 6. Escalation Criteria

Escalate to development when:
- Bug confirmed and reproducible
- Security vulnerability reported
- Multiple users reporting same issue
- Issue requires code changes

### 7. Closing Tickets

Before closing:
- [ ] Issue confirmed resolved
- [ ] Customer confirmed satisfaction
- [ ] Added internal notes for future reference
- [ ] Tagged appropriately for reporting
- [ ] Updated knowledge base if new solution found

### Integration with Zoho Desk

- Use tags: `bug`, `feature-request`, `billing`, `installation`, `customization`
- Add private notes for internal context
- Link related tickets
- Update ticket priority as needed

customer-support

Customer Support Skill for Theme & Plugin Agency

Instructions

1. Response Structure