Quality work notes are essential to preventing rework, having customers repeat their problem, and avoiding delays in service. If someone is uncertain about what you did, after reviewing your support ticket, your notes are incomplete.
Instead, ensure every ticket contains the required information to provide support and resolution. Information that should be documented in a support ticket includes:
- Customer information
- Date & time
- Detailed explanation of the problem
- Method/channel of contact
- Triage results
- All troubleshooting steps, and results
- Additional needs to ensure resolution
- Customer's expectations
- Any additional information pertinent to troubleshooting and resolution
- Correct ticket status
Activity Compliance is a key component of exceptional service. It is the company's record of services provided, and the resolution attained. Therefore, do everyone a favor, put it in the ticket! Otherwise, it didn't happen.
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