Define the types of issue

Separate content corrections, account access problems and product faults. Assign an owner or support route to each. A broken public enquiry link may need faster attention than a cosmetic preference, so define priorities by impact. Give staff enough information to report the problem clearly: affected profile, expected behaviour, actual behaviour and relevant timing. Avoid requiring them to diagnose the underlying technology.

Close the loop after repair

Tell the affected person what changed and ask them to verify the public experience. Record recurring issues so they can be addressed systematically. If an external provider must investigate, maintain a single internal owner rather than leaving employees to chase multiple channels. A support process is useful when it restores a working journey and communicates status, not merely when it creates a ticket.

Imagine this

Hypothetical example

A hypothetical employee reports that a client cannot open a document. The internal owner checks public access, identifies the incorrect permission and fixes it. The employee verifies the link while signed out, and the team adds that check to its document publishing routine.

Make it practical.

Use this checklist as you read. Checks are not stored.

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