Agencies lose time when support and delivery use different languages. This checklist keeps the handoff clean.
The checklist
1) Confirm scope
- What is the outcome (in one sentence)?
- What’s explicitly not included?
- What does “done” look like?
2) Decide: retainer vs project
- Is this in contract hours?
- Should it become scoped project work?
- If out of contract, flag it early.
3) Add acceptance criteria
- 3–5 bullets max.
- Include edge cases and permissions if relevant.
4) Estimate and plan
- Rough estimate: S/M/L or hours
- Dependencies: …
- Target release/window: …
5) Assign ownership
- Who owns delivery?
- Who owns client comms?
6) Communicate on the ticket thread
Post a short update:
- what you’re doing next,
- when you’ll reply,
- and what you need from the client (if anything).
If you want support and delivery to stay in one workflow (same tickets, same statuses), see: Service desk inside projects.