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Magaging Open Tickets

By mmyerspa ·
What approach are you taking to managing ticket queues and communications to users once a ticket goes from the help desk to 2nd level? Is the help desk the single point of contact for all updates to the user? Who makes sure the 2nd level techniciansmeet the service level agreement / target date for completion (the help desk or 2nd level management)?

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Magaging Open Tickets

by kmcdonnell In reply to Magaging Open Tickets

Well. Firstly it depends on what software you are using. Some software will email the user when the status of their call moves from open to "assigned". This can also tell the user the name and contact details of the engineer that their call has been assigned to along with "obviously" the call reference ID. Whilst also informing the engineer that the call has been assigned to them along with the immediate response time and the estimated close/fix/esclate time (SLA),

If you do not have software that will do this automatically then you could always implement manual processes, with the helpdesk operator informing the user when their call has been escalated etc.

If you have a helpdesk manager than I would suggest that the helpdesk operator (1st Line) provide the helpdesk manager with a breakdown of all existing calls that are coming close to their close/escalate date. Therefore, the Helpdesk Manager takes responsibility for ensuring that the 2nd level engineers are meeting theirtargets, and your subsequent SLA's.

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Workflow Management

by LadyIT In reply to Magaging Open Tickets

First, your Customer Service Rep (CSR) or Help Desk Analyst, should inform the caller during the call that this call will be escalated because they, the CSR cannot resolve the issue within a specified period of time (predetermined). The 2nd level (usually desktop) should then call the customer within a specified period of time as a ?response call? and qualify the problem at that time. (Even if you have tracking SW that sends message to caller)

At that time, the Desktop Tech has a specifiedperiod of time to resolve the problem or DEFER to a manager for specific expertise, or to request a collaborative team effort ? if he can assess in a short period of time that he may not have the answer. It is HIS/HER job to become the honorary anddesignated CUSTOMER REP and keep them apprised of what is going on.

Most of ?we don?t know, or are not sure? things should go on seamlessly to the customer. While intelligent answers and questions are being given and taken from the customer during the interim period of resolve time. It is also the responsibility of the CSR to determine business impact which makes a statement upfront as to WHO gets the escalation call. If it is NOT a critical situation, then the Desktop Technician is theescalation who makes a 2nd assessment as to criticality. A ?workflow? manager, or ?Queue Coordinator? is the best scenario in this answer because they are trained to have the resources and ability to assess the call and ROUTE appropriately so that you meet your SLAs timely, appropriately, with best practices and professional approach.

This Queue Coordinator can also best measure the lower level productivity metrics with answers to accompany the numbers the BIG guys see from crystal reports (providing you have a tracking system). If this is a manual operation, then there are still similar titles and processes to be used.

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