This is a mere guide on how to handle a ticket from top to bottom in terms of things to do and consider. It isn’t a guide on how to pick it up in Intercom but just what to consider and how to approach it no matter what the issue is and what the customer requests.
It includes things to check + communication approaches and best practices.
CASA – Communication Model for Customer Emails
🏫 CASA Philosophy: Human, Helpful, Efficient
CASA helps you respond like a real person who’s smart, kind, and helpful — not like a chatbot in a rush.
When used well, CASA ensures that every email:
Feels like a human read it
Makes the customer feel seen, heard, and helped
Is concise and precise, avoiding endless back-and-forth
Keeps your tone professional but warm (and sometimes even fun!)
Builds trust in both you and the product
You’re not just closing tickets.
You’re helping people — quickly, clearly, and Friendly.
🕵️ 1. Critical Reading
Before writing anything, read to understand — not just to respond.
✅ NEED to check (Step-by-step)
Read the issue + the product it relates to
Urgency
Support Plan
US or Not
Check: Cloud / Email / Product Version / Environment / Project
Understand underlying issues
Name
Something to acknowledge
🧒 Nice to check (If you have time and energy)
Mood
Location / Timezone
Language + expressions
Company
What have they tried already?
History and previous conversations
🙋 2. Acknowledge
Acknowledgment builds connection and trust. Show the customer:
You read their message
You understand their frustration (or excitement!)
You’re on it
Examples:
“Thanks for reaching out — happy to take a look at this with you 👀”
“That does sound frustrating. I totally understand, and I’ve got you.”
“Hey [name] 😊 — great to hear from you again!”
“What an interesting issue 🤨 — you’re absolutely in the right place.”
Look for details you can reflect back: features, pets, product use, previous chats.
🧠 3. Summarize
Purpose:
Summarizing isn’t just a formality — it shows the customer:
“I’ve read what you wrote”
“I understand what matters”
“Here’s what I’m about to help you with”
✅ Only summarize what you are going to answer.
❌ Do not include things you aren’t addressing now — it confuses and disappoints.
A good summary:
Is short and clear
Reflects your understanding (not a copy-paste)
Sets you up to deliver a focused solution
It is a statement. Not a question. Not a solution.
Example (good):
“It sounds like you’re unable to publish changes in your Cloud environment after the latest update, and it's urgent because your team is going live tomorrow.”
Very important once again, it is not a question - never ask a question in a summary.
✅ 4. Answer / 🤔 Ask
✅ Answer
⚠️ Only answer what you summarized.
Provide a clear, kind solution
Link docs, visuals, or instructions if helpful
Be proactive — address what they’ll need next
Stay brief, friendly, and human
Use GIFs/emojis if the tone fits
Example:
“You can publish changes by clearing the staging cache in Settings > Deployment. I’ve linked a quick guide here as well. Let me know if it works — and good luck with your launch tomorrow! 🎯”
🤔 Ask (Only if needed)
Ask a question only when:
Something is unclear
You’ve done your homework first
Example:
“One thing I couldn’t quite tell — are you using the Starter Plan or the Business Plan? It affects which publishing settings are available.”
📍 CASA Flow Reminder (Text Visual)
📩 CUSTOMER EMAIL
⬇️
🕵️ CRITICAL READING
⬇️
🙋 ACKNOWLEDGE
⬇️
🧠 SUMMARIZE
"Here’s what I understood"
⬇️
✅ ANSWER
"Here’s the solution to that exact thing"
⬇️
🤔 ASK (if needed)
"To move forward, I just need..."
📒 Example Email (CASA in action)
Customer Email:
"Hi team,
We’re suddenly getting 403 errors when trying to publish changes in our Cloud site. We’re supposed to launch a new page tomorrow. Can you help ASAP?"
Support Reply:
Hey [Name] 😊
Thanks for reaching out — that does sound frustrating, especially right before launch. Let’s get this sorted quickly!
It sounds like you’re getting 403 errors when publishing changes in your Cloud environment, and it's urgent because your new page goes live tomorrow.
This is usually caused by a caching issue. You can fix it by clearing the staging cache:
Settings > Deployment > Clear Cache.
Here’s a quick guide with screenshots: [link]
Let me know if it works — and good luck tomorrow! 🌟
Let’s make customers feel like they emailed the right place. Always.