Ticket Creation and Assignment

Ticket Submission

• Ensure Clarity: When submitting a ticket, ensure that the issue description is clear and detailed. Include all relevant details such as error messages, timestamps, and actions taken leading up to the issue.
• Categorize Correctly: Select the appropriate category, priority, and status. This helps with quicker identification and prioritization of issues.
• Use Descriptive Titles: Provide a short but descriptive title that encapsulates the issue. Avoid generic titles like "Issue with System."

Ticket Assignment

• Assign Immediately: If you’re unable to address the issue right away, assign the ticket to the appropriate technician or team member.
• Keep Ownership Clear: Avoid ticket reassignment without communication. If you pass it to another technician, provide a note explaining the status and necessary actions.

Ticket Investigation and Resolution

Review Ticket Details

• Accurate Status: Mark the ticket as In Process.
• Check Ticket History: Always review the ticket’s history, including previous updates, communications, and any notes made by other technicians.
• Follow the Troubleshooting Process: Utilize your team's troubleshooting procedures or knowledge base before escalating issues.
• Engage with the End User: Reach out to the user for any clarifications if their initial description lacks details.

Communicate with Client

• Acknowledge Receipt Promptly: As soon as you receive the ticket, acknowledge it. A quick response reassures users their issue is being worked on.
• Provide Status Updates: Keep users informed with regular status updates. If the issue will take time to resolve, update the user about progress, next steps, and any delays.
• Use Professional Tone: Always maintain a professional and courteous tone, even in stressful situations. Clear, respectful communication builds trust.

Document Actions

• Log All Actions: Every step of the troubleshooting process should be documented within the ticket. This provides transparency and helps if others need to pick up the ticket later.
• Include Key Details: Note system logs, error codes, or any other critical details that are important for understanding the issue.

Ticket Closure

Ensure Issue Resolution

• Verify Resolution with the User: Before closing the ticket, verify with the end user that the issue has been fully resolved. If it hasn’t, continue troubleshooting until the user confirms.
• Double-check the Solution: If the resolution involves technical steps, verify the solution to ensure the issue is thoroughly addressed.

Summarize

• Summarize Resolution Steps: In the ticket comments, briefly summarize the troubleshooting steps and how the issue was resolved. This serves as a reference for future incidents.

Set Ticket to Resolved/Closed

• Accurate Status: Once the user confirms, mark the ticket as Resolved or Closed, based on your organization’s procedures.
• Revisit if Necessary: If the issue resurfaces or the user reports continued problems, reopen the ticket with relevant details.

Prioritization and Escalation

Prioritize Based on Impact

• Urgent Tickets First: If a ticket’s severity has a large impact on the user’s work or organization, prioritize those.

When to Escalate

• Escalate When Necessary: If the issue requires more expertise or resources than you can provide, escalate it to the appropriate team or higher-level technician.
• Clear Escalation Process: Ensure all relevant details are passed on to the next level of support.

Collaboration

Use Internal Notes

• Communicate Internally: If you’re working with others on a ticket, use internal notes for communication. Keep discussions private and relevant to resolving the issue.
• Tag Relevant Technicians: When collaborating, use the tagging feature to bring other technicians’ attention to specific details or requests.

Share Knowledge

• Share Solutions and Best Practices: If you find a solution that can be generalized for other technicians, share it in your team’s knowledge base or as an internal resource.
• Update Knowledge Base: If your organization has a knowledge base, contribute by documenting frequently encountered issues and their resolutions for future reference.

Reporting

Track Trends

• Monitor Common Issues: Use the analytics tools in TeamDynamix to identify recurring issues or trends that can be addressed proactively.

Review Metrics

• Keep Track of KPIs: Regularly review key performance indicators (KPIs) such as ticket response time, resolution time, and customer satisfaction. Make adjustments based on your findings.

General Tips

Stay Organized

• Use Ticket Tags: Tag tickets with relevant keywords to easily categorize and search for them in the future.
• Organize Your Workflow: Use TeamDynamix’s dashboards, filters, and ticket assignment features to stay on top of your workload.