Help Desk Queue Procedures
From CSS Wiki
Tickets in the helpdesk queue are handled by priority in the order that they are received. Please make sure you are familiar with the established CSS Priority Scale and Response Time. You may also want to refer to the Workstation Setup article so that you can make the most of CSS resources that are available to you.
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Basic Fields
- Status: Tickets should be changed from new to open as soon as possible. If there is not enough time to send a full response, open and take the ticket, send the "Customer Service: Request Received" response template and then change the owner to nobody while keeping the ticket open. This simple acknowledgment to the customer informs them that their request has not only been received but is currently being processed. All tickets that need work completed should be left open. Once work has been completed on a ticket, change the status to stalled and owner to nobody (Note: A quick way to do this is to set the status to "stalled" and owner to "nobody" while making a reply. That way you don't have to do anything after the reply is sent.).
- Owner: The owner is the person with exclusive rights to respond to the ticket. In this queue, the owner should be "nobody" unless ticket must be handled by a specific person.
- Requestor: The customer should always be listed as the requestor.
- CC: All other individuals associated with an event should be listed as a CC.
- Subject: This should be the class title, event title, equipment problem (e.g.Equipment Problem: No DVD Audio).
- Equipment: This should be the specific piece of equipment the ticket is referring to.
- Location: This field should always consist of a three-digit building code and room number (eg: KNE 110) unless the event is taking place in multiple locations in which case the location field should be left blank.
- EventID: Once a booking has been made in the ResDb, please make sure to copy the EventID number and record it in the corresponding ticket. Also, at the same time, record the ticket number in the corresponding ResDb field.
Response Templates
Due Dates
All tickets must have a Due Date. Use the following guideline:
- Basic Inquiry- Due date is 2 to 7 days from date of initial request. (i.e. service question)
- Quarterly Request - Due date is date equipment is due to be returned (often the last date of instruction in the given quarter)
- Series Requests:
- Fall- Due date is first business day in September
- Winter- Due date is first business day in December
- Spring- Due date is first business day in March
- Summer- Due date is first business day in June
On-Going Requests
If you think the requestor will get right back to you, you do not need to stall the ticket, but can instead leave it 'open'.
Resolving Tickets
You are responsible for resolving tickets you send the confirmation tickets for. Once the confirmation is sent, please resolve the ticket.
Procedure for Specific Kinds of Tickets
- Series Tickets: Series tickets are resolved once the first date of the series has occured.
- Quarterly Loan Tickets: These are resolved once the order has been placed and the customer has been sent a confirmation.
