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Initial Ticket Creation by Help Desk Analysts, and others
Creating a new ticket. This is performed as soon as a problem has been reported. Ticket should contain contact information for the customer and customer's e-mail address should be included as a requestor. Also include room number using proper format (KNE 130, for example), proper equipment code, priority, due day, if applicable, descriptive title, problem details, including, if possible, cause and source of the problem. You may include customer's speculations as to the source of the problem, but try to refrain from stating these speculations as fact.
Escalation by Help Desk Analysts, and others
Ticket should have incident documentation added stating cause and source of the problem, if known, and what course of corrective action is being followed, and to whom the ticket is being escalated to (group or individual). An estimated time of resolution is given, if at all possible. This notification should be sent via “reply to requestors.” Remember, there are two ways you can respond to a ticket. By default, a reply is public and, just like an email, you are 'talking' to the requestor. A comment is hidden from the requestor.
See also: Help Desk Standard Operating Procedures
Periodic updates are given daily for urgent tickets, every other day for high priority tickets, and weekly for most other tickets until the problem has been resolved (with the exception of tickets in the "events" queue). Any new information, milestones or setbacks are included. Updates are also sent when new information of a significant nature becomes available, such as extension of the estimated time to repair.
See also: Response Commitment
Upon closure, a resolution synopsis is prepared and distributed immediately. This notice will include details regarding final resolution. Any other important pieces of information are also disclosed.
- Include a polite introduction that conveys purpose.
- Provide information the customer needs.
- Let the customer know how the problem was resolved.
- Include a closing that expresses a desire to provide further assistance.
- Thank the customer.
There are templates you can choose from if the reply is standard. To see the templates, click new ticket in box, look down to the Describe the issue below box, right above this box is a long box with GO beside it. Click on the arrow down and you will see all of the template choices. Click on your choice of template, click GO. The template will appear in the Describe the issue below box. Make insertions if necessary or edit to make the reply more personal, complete ticket as usual.
Please note that attachments sent in a freshly opened ticket do not get sent to the customer. In order to send an attachment you must be "replying" in a ticket.
If you need to send a customer an attachment and no ticket currently exists the process is as follows:
- Open a ticket in the correct queue, enter the subject line, and list yourself as the requestor and select "Create."
- Then select "Reply" and include the message and attachment you would like the customer to receive, change the requestor to the customer and fill in all required fields.
Another option is to create the ticket with no requestor at all. This way the ticket is created and no one has to get a useless email in their inbox. Then go through Jumbo and add the requestor and do the normal reply with the attachment.