Overview
The following is a guide for best practices for providing customer-focused ticket management in the TDX portal.
Instructions
Below are the general best practice steps for working on and resolving a customer ticket.
Monitor
Regularly monitor your group’s tickets. Look for mis-assigned tickets and re-route quickly (see below).
Review (When the ticket is your group’s responsibility)
Step 1: Ensure that you understand the issue from the customer’s perspective and any work already performed.
Step 2: Send a public comment to the customer to clearly and politely ask for missing information.
Step 3: If the ticket cannot be resolved within a day, send a public comment to the customer to let them know when to expect it to be resolved.
Step 4: If you are unsure how to resolve the ticket, ask a teammate or escalate to your supervisor.
Re-route (When the ticket is NOT your group’s responsibility)
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If you, a teammate, or your manager knows who is responsible, add a private comment explaining why you are reassigning it, then assign it to the new group.
OR
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If no one in your group or your manager knows who is responsible, add a private comment explaining why you are transferring it, then unassign it to make it visible to the service desk(s). Alternatively, if you want to make it visible to a specific regional service desk, assign it to PURDUEIT_PFW_HELPDESK or PURDUEIT_PNW_CSC as needed.
Resolve
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Complete all work.
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If additional work by another group is needed, document the work you completed and why you are transferring the ticket in a private comment, then assign it to the new group.
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When all work is complete, send a public comment to the customer asking for confirmation and wait one business day before resolving. Do not assume that nothing else is needed.
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Resolve the ticket, but always indicate to the customer that they can reply if they have questions or concerns
Still need help? Click the 'Purdue IT Request' button to start a ticket.