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    Patterns icon

    Patterns

    Patterns in the helpdesk

    Recognisable structures for common situations

    What is a pattern?

    A pattern describes:

    • Situation — When does this apply?
    • Approach — What do we do?
    • Response structure — How do we formulate?
    • Next steps — When to escalate or close?

    Common patterns

    1. Password reset

    Situation: Customer cannot log in, asks to reset password.

    Approach:

    1. Verify identity (no passwords by email)
    2. Send reset link via secure channel
    3. Confirm that the link has been sent

    Response structure:

    • Acknowledgment of the problem
    • Verification step (if needed)
    • Action taken
    • Follow-up if problems persist

    2. Invoice question

    Situation: Customer has a question about invoice (payment, correction, explanation).

    Approach:

    1. Identify type of question (payment, correction, explanation)
    2. Collect invoice number and relevant data
    3. Answer or escalate to billing

    Response structure:

    • Confirmation of receipt
    • Answer to the question
    • For corrections: deadline and next steps

    3. Technical problem

    Situation: Customer reports bug, error message or non-working functionality.

    Approach:

    1. Collect: steps to reproduce, error message, environment
    2. Check knowledge base for known issues
    3. Resolve or forward to technical team

    Response structure:

    • Thanks for the report
    • What we will investigate
    • Expected timeframe for response

    4. Complaint

    Situation: Customer is dissatisfied with product, service or previous interaction.

    Approach:

    1. Acknowledge the frustration
    2. Ask for specifics (what went wrong?)
    3. Offer solution or escalate to manager

    Response structure:

    • Empathy and acknowledgment
    • No defence or excuses
    • Concrete offer for solution

    5. Information request

    Situation: Customer asks for information (prices, specifications, documentation).

    Approach:

    1. Refer to the right source (website, knowledge base, document)
    2. Or give the answer directly if it is short

    Response structure:

    • Direct answer or link
    • Offer for further questions

    Applying a pattern

    1. Recognise — Which pattern fits this ticket?
    2. Adapt — Every ticket is unique; adapt the structure to the situation
    3. Document — Note deviations for future improvement

    New patterns

    Missing a pattern for a common situation? Document it and share it with the team. Patterns grow with our experience.