More on TeamDynamix Statuses

Set tickets to “Open” before on-hold

When setting a ticket to any “on-hold” status, please first set the ticket to “Open” first, save it, and then set it to the on-hold status.

On-hold statuses are those that ask for a “goes off hold” date and time and include the following:

  • Waiting for customer response
  • Escalated – Internal
  • Appointment
  • Scheduled follow-up
  • On-hold – External to TD

When a ticket comes off hold, it reverts to its previous status, which is why we want the previous status to be “Open”. If the previous status was “In Process” or “Closed” the ticket could be missed.

 

“Waiting for Customer Response” versus “Scheduled Follow-up”

If we are planning to follow up with a customer, please use “Scheduled follow-up” status instead of “waiting for customer response.” For example, if we are waiting for an employee’s last day of work to close out their account, set the ticket status to “Scheduled follow-up” for the day and time the work needs to happen. This is basically like an appointment for us.

If we are in fact waiting for the customer to get back to us, “Waiting for customer response” is an appropriate status. Please don’t set these out way in the future for situations that are likely urgent. For example, if a VIP can’t login, we should be making every effort to get a hold of that person, and not setting a ticket to “Waiting for customer response” for several days out.

Remember, we should try to contact customers via different methods, such as:

  • Email the customer’s primary address
  • Email the customer’s alternate address (if they cannot access their primary address/account)
  • Call the customer on their office number
  • Call the customer on their alternate number (if appropriate)
  • Call the department LRP
  • Call the customer’s assistant (if applicable)
  • Always leave a voice message, and document the ways you tried to contact the customer in the ticket.

What about “Follow-up with customer – automatic”?

This status works like the old “Callback – auto” status in Coho. We use it when we are pretty sure the issue is resolved – e.g. the customer asked a straight-forward question and we answered it – but we are not completely sure. When the off-hold date/time comes up, TeamDynamix will send a notice to the customer saying “we think this is resolved or we are waiting for more information” and then sets the ticket to “Closed – Survey”.

If you and the customer have already established that a ticket is done, please just set it to “Closed – Survey”.