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”.

I forgot to mention one important change I made to our TeamDynamix forms recently.

The “Computer/Device Name” field is now required on the following forms:

• CN Build/Rebuild
• CN Customer Move
• CN Device Support
• CN Malware Response
• CN Printer Support

These forms will not allow you to save them without entering something in the device name field. If you really can’t get it for some reason, enter “unknown”. You can also specify “multiple” or “does not apply” as appropriate. Computer/Device Name is not required on the Application/Software Support form, but you should still collect it if you can.

The CN Inventory ID or serial # field is not required, but please do enter it if you have it.

Why Collect Device Name?

Knowing which computer a ticket is about is critical to any sort of follow-up on a ticket. Technicians sent to an on-site appointment may end up wondering “which computer?” when they arrive if that information was not collected in the ticket.

Also, with a device name, we can look the machine up in our ticketing system to see if it has had previous issues. We can look up its warranty information. We can look for it in SCCM or Casper and see what software is installed. A lot of diagnostics information is accessible if we know which device the ticket is about.

Please note: we only need to collect device information for CN-supported devices, not personal devices.