Tuesday, September 19, 2017

It Didn’t Happen if it’s not in the Support Ticket!

By Sheree D. Kenner

There is nothing more frustrating than working a support ticket that has missing or incomplete work notes. 

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.

I am an experienced senior leader with a proven record of coordinating business technology support, designing and executing standards and procedures, coordinating large-scale projects, and delivering process enhancements. I specialize in ITSM, ITIL, Knowledge Management, and building best in class practices for IT organizations.

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