The right words. The next action. A better call.
13 ready-to-use scripts · Ticket recovery steps · Coaching standards
Verify identity, document what was done, and avoid unsupported promises.
No matching guidance. Try “callback”, “senior”, or “ticket”.
Existing tickets, delayed updates, inaccessible tickets, and urgency
Acknowledge → Review → Assist
I understand this issue is still ongoing, and I apologize for the inconvenience. Let me review your ticket and the troubleshooting completed so far so we can determine the next steps.
Agent note: When the customer already has a ticket
Apologize → Investigate → Follow Up
I sincerely apologize that you haven't received an update. I understand your frustration. Let me review the ticket status and reach out to the assigned team for an update.
Agent note: Do not promise a callback time
Acknowledge → Reassure → Communicate Urgency
I understand you're looking for an update, and I apologize for the delay. Your ticket may already be with the appropriate team. While I'm unable to access it directly, I'll pass along your concerns and let the team know you're requesting a callback as soon as possible.
Agent note: See ticket lookup workflow below Open lookup steps ↗
Empathize → Communicate Urgency → Escalate
I understand the urgency of this situation and how it impacts your work. I'll make sure your concerns and the business impact are communicated to the appropriate team for review.
Agent note: Document impact; do not guarantee priority
When the ticket number cannot be found
Search first, then choose the matching result to highlight your next action.
Search the MSP and end-user company in Autotask and IT Glue.
Review the company’s recent tickets. If no matching ticket exists, create a new ticket and escalate to the partner.
Check the MSP page for an open ticket. If none exists, create a new ticket and escalate to the partner.
Create a ticket on the MSP page and escalate to the partner, following approved verification procedures.
Create a new ticket, copy relevant original details, mark it as an end-user follow-up, and reference the original ticket number.
How to explain and handle senior support routing
Reassure → Document → Escalate
I understand the importance of getting this resolved. I'll document the troubleshooting steps we've completed and route your ticket to a senior technician for further investigation.
Agent note: Explain what you will do next
Empathize → Explain Security → Escalate
I understand you're unable to access your account. To protect your account and complete your request securely, I'll route the ticket to our senior support team for further assistance.
Agent note: Escalate per the approved security process
Explain → Reassure → Route
Our senior technicians have additional tools and access to investigate [your issue]. I'll make sure the troubleshooting we've completed is documented so they have the information needed to continue.
Agent note: Don't guarantee a faster resolution
Identity checks, callback details, and new tickets
Explain → Verify → Assist
I'd be happy to assist you. Before we proceed, may I verify a few details to ensure we're accessing the correct account?
Agent note: Follow the approved verification procedure
Confirm → Document → Follow Up
In case we need to follow up, may I confirm your preferred callback number and the best way to reach you?
Agent note: Capture phone number and preferred contact method
Acknowledge → Gather Details → Create Ticket
I understand the issue you're experiencing, and I'll be happy to help. May I confirm your name, contact information, and a brief description of the issue so I can create a ticket for you?
Agent note: Capture impact and relevant device information too
Explain → Authenticate → Proceed
Before we move forward with [resetting your password], I will call your work phone as part of our authentication process. May I place you on hold while I make the call?
Thank you for your patience. We need to verify one more detail before we can proceed with [resetting your password].
I understand the additional verification can be frustrating, and I appreciate your patience. These steps help protect your account. We just need to complete one more verification step before proceeding with [resetting your password].
Agent note: Never bypass required identity checks
Device visibility and VDI disconnections
Acknowledge → Verify → Troubleshoot
I understand the inconvenience. I'm currently unable to locate your device in our management system. Let's verify a few details so we can determine how best to proceed.
Agent note: Avoid claiming the device is missing
Confirm Callback → Refresh VDI → Reconnect
I need a little more time to load the tools we'll use to work on [your issue]. In case we get disconnected, what would be the best callback number?
I need a little more time to load the tools we'll use to work on [your issue]. If we get disconnected, I'll call you back as soon as I can.
Agent action: First capture name, company, issue, and callback number. Refresh VDI, check whether the caller is still connected, and call back if disconnected.
Agent note: Avoid leaving the caller without a recovery path
Standards for every customer interaction
Acknowledge the caller’s concern naturally.
Explain what you will do next.
Record troubleshooting, contact details, business impact, and callback requests.
Do not promise resolution, specific callback times, or priority changes without confirmation.
Avoid assigning blame or implying another team forgot the ticket.
Never bypass authentication requirements. Escalate verification failures appropriately.
Replace bracketed text such as [your issue] before using a script. These references support your team’s approved procedures.