Reminders on Ticket Processing
Now that we have been using TeamDynamix for a while, we need to improve our processes in a few areas. Please read the following and be sure you are following correct process:
Always set Ticket Type. The following are the most common types. You can find full descriptions in TeamDynamix.
- Accounts and Passwords/Account issue (locked out, password change, etc.)
- Accounts and Passwords/CN Accounts
- Collaboration Tools/Email support
- Desktop Computing/Application/software support
- Desktop Computing/Computer Build/Rebuild (OSU device)
- Desktop Computing/Computer Build/Rebuild (personal device)
- Desktop Computing/Device recommendation/purchase
- Desktop Computing/Device support (pc, phone, tablet, etc.)
- Desktop Computing/Printer support
- Desktop Computing/Software licensing
- General/Junk / Delete this ticket
- Network Services/Network support
Please use the “General/Other/uncategorized” type if you are not sure what to pick. Tickets should not remain set to “Service Desk intake”.
Notify customer when closing ticket. If you use the status “follow-up with customer – automatic”, TD will send a canned email to the customer and close the ticket, much like the “callback auto” status we used to use in Coho. If you set the status to “Closed”, you should notify the customer that you believe the issue is resolved. I can add a response template for this in TD, but a simple note such as the following should suffice: “Hi <customer>, I am closing this ticket as resolved. Let us know if you need anything else.”
Customers will generally get a survey request one day after the ticket is closed. Customers can also see what status the ticket is set to via the client portal.
Review steps for CN on-site appointments. When scheduling an appointment, make sure you set the status to “Appointment” with the “goes off hold” date and time set to the appointment time. Set the due date to the date of the appointment as well (it makes finding appointments by day easier). Make sure responsible is set to the field tech, and that the appointment is on their calendar with the correct information (customer, location, date/time, brief job type, ticket number and link).
Most importantly, make sure you use the response template to send an appointment confirmation to the customer. This serves as a reminder to them, but also allows us to confirm date, time and location.
Details on the Appointment Scheduling Workflow can be found in the Service Desk Guide under Call Center Processes.
Update ticket description to summarize the request. In TD, we have the ability to modify the Description of a ticket on the Edit page. Make sure the description accurately describes what the customer needs and what we need to do. The title can also be updated to be more descriptive and facilitate ticket processing.
Make a new ticket for each job. If a customer replies to an existing ticket about something that is actually a new request, please split the new request out to a second ticket and re-close the first request. To do this: mouse-over the comment in the feed and choose “Make New Ticket”. Be sure to set ticket type, description, title and responsible as appropriate.
For example, if a recommendation request is made and then the customer replies saying the computer has arrived and we need to send a tech to pick it up, make the new request into a separate ticket, and update all fields as needed.