How should I handle client requests and support tickets?
Collect every client request into one place as a ticket with a priority and owner, acknowledge it quickly, give an expected completion time, update the status as you work, and close it with a short note. Review open tickets daily. PalmGro Flow has client requests (tickets) linked to each client.
The problem with requests on chat
Requests on WhatsApp, calls and email are easy to miss and impossible to count. The client remembers asking; you do not remember receiving. Arguments follow.
A simple request process
- One intake. Ask clients to send requests through one channel, or log every request yourself as a ticket.
- Acknowledge fast. "Got it, we will do this by Wednesday" within a few hours.
- Priority. Urgent (site down, ad stopped), normal, low.
- Owner and due date. Same as any task.
- Status updates. Open, In progress, Waiting on client, Done.
- Close with a note. What was done, with a link or screenshot.
Set response times
Publish simple targets: urgent issues within 2 working hours, normal requests within 1 to 2 working days. Clients relax when they know what to expect.
Use the data
At month end, see requests per client and time to close. A client sending 40 requests on a basic retainer may need a bigger plan. That is a useful conversation, backed by numbers.
Scope creep
If a request is outside the agreed scope, say so politely and offer a quote. Tickets make this easy because you can show what was requested and delivered. See how to manage clients.
How PalmGro Flow helps
PalmGro Flow lets agencies log client requests as tickets with priority, owner and status, linked to the client. Open requests show on the dashboard, and the client portal can show progress. For your own customers using PalmGro Flow, the in-app Help & support works the same way with the provider.
Questions people ask
Should clients be able to raise tickets themselves?
It helps for larger clients. For small clients, logging their WhatsApp requests as tickets yourself works fine.
What is a good response time for agency clients?
Acknowledge within a few working hours and finish normal requests within one to two working days.
How do I stop clients calling for every small thing?
Set response times, give them one request channel and send regular updates. Calls drop when clients feel informed.
PalmGro Flow brings your team, clients, tasks, attendance and money into one place, on phone and computer. Try it free, no card needed.Set it up for your team in minutes.