Template

Support team meeting template

The support team's weekly meeting: the numbers, the problems customers kept writing about, what needs passing to product, and anything that would make next week easier.

30 minutesFor Support agents and their leadAgenda room
Change the agenda first

The agenda, with a time for each part

  1. The week in numbers5 min
    • How many tickets, how fast did we answer, and how happy were customers?
  2. What customers kept asking about8 min
    • Which questions came up again and again?
  3. What goes to product or engineering7 min
    • Which problems should be fixed rather than answered?
  4. Help articles and saved replies5 min
    • Which answer should we write once and reuse?
  5. What would make next week easier5 min
    • What slowed you down?

How the notes read afterwards

A made-up example, so you can see the shape. In a real call each line carries the words that were said and who said them.

Numbers. 610 tickets; first reply in 3.5 hours; satisfaction 92%.

Asked again and again. How to change a billing email (48 times).

To product. Let customers change the billing email themselves.

Saved reply. Written for the new export (Dana).

Running it well

Ways to change it

Daily stand-upTen minutes in busy periods: queue size, anything urgent.
Global teamRecord a short video update for the other time zones and collect their notes in writing.

When to skip it. Never for long: support teams that stop meeting stop passing problems on.

Questions

What should a support team meeting cover?

Ticket volume and response times, recurring customer questions, problems to send to product or engineering, help content to write, and what slowed the team down.

How often should a support team meet?

Weekly, with short daily check-ins in busy periods.

What support metrics matter most?

Volume, first response time, resolution time and customer satisfaction, plus the most common reasons customers get in touch.

What happens in the room

Everybody joins from the link, with no account. The agenda sits beside the call and each item fills in with what was said about it, under the name of the person who said it.

More templates

Escalation callA customer's problem has gone beyond the usual support route: get everyone who can fix it on one call, agree what happens and when, and tell the customer clearly.Agency status callThe regular call between an agency and its client: what was delivered, what is next, what the agency needs from the client, and how the work is doing against the goal.Creative brief meetingBefore any creative work starts: agree who it is for, the one thing it must make them think or do, the evidence behind it, and what done looks like.Campaign kickoffLaunch a marketing campaign with everyone on the same page: the goal and the number, who it is for, the channels and dates, who makes what, and how you will know it is working.Campaign retrospectiveAfter a campaign ends: what it achieved against the goal, what worked, what did not, and what to repeat or change next time — with the numbers in front of everyone.Scope change meetingThe client wants something beyond what was agreed: work out exactly what is new, what it costs in time and money, and decide — together, and in writing — whether to add it.Project closeout meetingAt the end of a project: confirm everything was delivered, hand over what the client needs to carry on, settle what is outstanding, and agree what both sides learned.Client offboarding meetingWhen a client leaves: hand back their data and access cleanly, understand honestly why they are leaving, and part on good terms — they may come back, and they will talk.

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