Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

Help Desk Ticket Workflow

No description
by

Alex Woodall

on 17 July 2014

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Help Desk Ticket Workflow

Help Desk Ticket Workflow
Level 1: Handling Tickets
Client Handling
Existing Issue
New Issue
Customer Service - LEAD
Duplicate Tickets
Ticket Status
Closing Tickets
New Issue
Setting Expectations
The What, When, Where, and How
What - is expected, is being performed, is the issue, was performed, was the problem, is your billing policy, are your services, else can you help me with
When - is it being worked on, is it due, is it ready, is it finished, is the meeting time/day
Where - is the meeting, is the company located, is the information, is the device
How - will it be resolved, was it resolved, did you fix it, do I pay you, do I get an invoice, can you help me, does remote support work
Duplicate Tickets
Open duplicate/current ticket
Open existing ticket
Merge ticket with least amount of info to other ticket
Checking the organization and user profiles prevents duplicate ticket creation
Receptionists in our office may create duplicate tickets, this does not mean this process is neglected.
It is the techs job to make sure tickets have the correct information, are assigned correctly, and duplicate tickets are merged.
If this workflow is followed, no duplicate tickets should ever be created.
Identifying The "Issue"
What is considered an issue?
An issue is any single item that a customer requests our assistance with
I.E. adding new email account, password reset, setting up email on iPad, setting up email on iPhone, etc.
How many issues can go in a single ticket?
Only one issue can go in each ticket
If there are multiple issues, they must be split up into multiple tickets
The customer does not need to do this
When a ticket is complete and the customer call is finished, the technician will be responsible for splitting the issues up and linking the tickets together
Level 2: Ticket Fields Defined
Identifying the
Issue
Identifying the
Requester
Selecting the
Group
and
Assignee
Writing the Summary (
Subject
)
Tracking Actions and Notes (
Description
)
Setting
Priority
Level
Service

Type
,
Hardware
and
Software
Setting
Billing
Expectations
(non-managed only)
Identifying The "Requester"
The Requester should always be the primary customer requesting service
The Requester should always be checked to ensure the correct customer is selected
If the customer is not set as the Requester it should be changed accordingly
If there are multiple people for one ticket, apply cc's to any additional members, but keep the primary contact as the requester
Selecting the Group and Assignee
Groups
Accounting - should only be used for tickets that enter the system for the payroll or accounting departments
Admin - only accessible to Administrators
Alerts - used for Meraki, Monitoring Client, etc. - should only be set for
Non-Actionable
items. Items which you take
zero
action and close. If you take action on an Alert ticket you
must
change it to the appropriate group.
Internal - for internal technology tickets only. Not for tickets regarding internal matters. I.E. Scanner not working, Dell PC malware removal, etc.
Managed - Customers that have managed service agreements with us.
Sutherland - all Sutherland requests.
Non-Managed - For any customers who do not have a managed service agreement with us. Typically these are consumers or very small businesses. These are often referrals from the ACN who need repairs or one time training at their home.
Writing The Summary (Subject)
The Summary or Subject field in Zendesk is a summary of the issue for that specific ticket.
Each ticket should regard a single issue.
The summary should contain 3 - 7 words at most.
If the summary is already filled, refine the summary to be consistent and accurate.
It is not acceptable to leave a summary with: re: alex, return call: john, etc.
Tickets from the call center are especially important to modify and change according to the customer and issue it was regarding.
Tracking Actions Performed and Internal Notes (Description)
The Description field in Zendesk should be used for tracking actions performed on the issue, internal notes, and correspondence between technicians and customers.
Private note - these are for internal communication between techs and to note actions performed in regards to customers request.
It is imperative that you take notes and leave an understanding of what was performed by you for other techs in the future.
Public comment - these are used to correspond with the client and send email notifications to the customer and cc's on that ticket.
You should always begin your ticket with a public comment signaling the system and the customer that you have started working on their issue. This is especially important when working on something while the customer is not on the phone.
You should always summarize your actions performed in a public comment to the customer so they are kept up to date and also to signal the system of when you last were working on the issue with the customer.
Service Type and Category (Hardware or Software)
These three options are used to identify the service you are providing to the customer and whether the issue is hardware related or software (category) related.

Service Type: Identifies the type of service you're providing.
Category: Is the problem related to a physical or virtual issue (software)?
Hardware: Is the problem a physical piece of hardware?
Software: Anything that is not a problem with the physical hardware.

Billable vs. Non-Billable
A ticket is either a billable issue or it is a non-billable issue.
If a client is paying us in any way and it covers that issue then it is billable. If the client is going to be billed for the issue it is billable. If the issue is in regards to a project, it is billable.
If the client is in no way responsible for that issue, technician performed no action, internal tickets, any random or spam tickets, or the issue was due to errors on our part; these all fall under non-billable.
Level 3: REED
Resolution Times
Expectations
Escalations
Directives

Setting the Priority Level
Priority Levels:
Low - issues to be resolved in up to 7 days.
Normal - regular priority level tickets for average issues to be resolved quickly (day of or within 3 days), but is not affecting business productivity.
High - used for high priority customers (Sutherland) and when customers state their issue is an emergency, but is not an
outage
. Has affect on business productivity for select user only.
Urgent - real emergencies or any outages. As technicians we should be able to identify what a "real" outage is, not based off the clients understand of an "emergency"
I.E. (Server, Internet, Phone, Website, Computer) Outages, Hardware failure, system wide outage affecting all users.
Ticket Status
Ticket Status is an important factor in organizing, prioritizing, and reducing customer wait time.
A reassigned ticket or ticket updated by a technician should never be left in pending or on-hold.
Pending tickets will automatically move to Open when a customer replies by email.
Escalation Procedure
Tickets should be escalated following the tier levels indicated below.
It is very important to follow the escalation procedure to track ticket workflows, consistency, and to reduce ticket build up on upper level engineers.
Ticket Resolution Time - Remote Support
When a request is submitted it is typically always an emergency to the customer. Our job is to provide a solution or fix the problem quickly without causing further confusion. The response and resolution times below should be considered when troubleshooting an issue remotely.
Phone Call
Verify Caller Identity
Verify if they are Sutherland, Managed or Non-Managed
Create ticket
Select correct
Requester
Check the
User Profile
for unsolved tickets
Check the
Organization
profile
Check Organization for related tickets
If another user in the same organization has a ticket for the same issue duplicate the subject line and notify a team lead if the issue appears to be system wide.
Check Special Notes section
Identify the current issue
Select required Ticket Fields
Write Subject and Summary of request and actions performed
The majority of your actionable notes should be internal notes unless the customer needs to see those notes.
Before exiting the ticket the requester should be updated. Summarize your actions in a public comment to the customer so they receive an update email.
Set Priority
Set Status (pending, on-hold, solved)
Email
Select newly submitted ticket
Verify Caller Identity
Verify if they are Sutherland, Managed or Non-Managed
Review the submitted issue
Check Special Notes for comments
Select and/or correct Ticket Fields appropriately
Update Subject and Summary of actions performed
The majority of your actionable notes should be internal notes unless the customer needs to see those notes.
Before exiting the ticket the requester should be updated. Summarize your actions in a public comment to the customer so they receive an update email.
Set Priority
Set Status (pending, on-hold, solved)
Assignment
New tickets should follow the escalation procedure.
New tickets should be assigned based on the tier the issue belongs.
How was the issue received and how to proceed
Assigned Tickets
Escalating should only occur if the issue falls in the upper tier level or troubleshooting was unsuccessful and further assistance is needed.
Submit internal notes on
why
it is being escalated
Check for accuracy of all
ticket fields
Escalate to the next tier (group and assignees)
Tier 1 - Martha
Tier 2 - Benjamin
Tier 3 - Cameron
Make sure to set expectations for the customer. If the next tier is not available please notify them through chat that you submitted a high level request to them. If it is not an emergency set expectations appropriately.
Set Status to
Open
Escalating Tickets
Existing Issue
Phone Call
Search for Requester in system
Verify Caller Identity
Verify if they are Sutherland, Managed or Non-Managed
Identify the current issue
Search the user profile for the unsolved ticket
If another user submitted the original request check the Organization profile for the unsolved ticket.
Check Special Notes section for comments
Check and/or correct Ticket Fields appropriately
Update Subject and Summary of actions performed
The majority of your actionable notes should be internal notes unless the customer needs to see those notes.
Before exiting the ticket the requester should be updated. Summarize your actions in a public comment to the customer so they receive an update email.
Update Priority (as necessary)
Set Status (pending, on-hold, solved)
Email
Open recently updated ticket
Verify Caller Identity
Verify if they are Sutherland, Managed or Non-Managed
If non-managed they must pre-pay for the service before continuing unless it is actually related to the existing request and covered under the existing payment.
Review the current issue and comments
Check Special Notes for comments
Check and/or correct Ticket Fields appropriately
Update Subject and Summary of actions performed
The majority of your actionable notes should be internal notes unless the customer needs to see those notes.
Before exiting the ticket the requester should be updated. Summarize your actions in a public comment to the customer so they receive an update email.
Update Priority (as necessary)
Set Status (pending, on-hold, solved)
Escalation and Assigned Tickets
If a ticket is dropped to you by an upper tier or you are escalated a ticket please review the notes and follow procedures for handling that ticket.
A ticket assigned to you will fall in one of these categories:
The ticket category falls in your tier
The ticket was unsuccessfully handled by the tier before you and is being escalated for you to handle
Refer to assigner if there are questions about resolving the issue
How to identify the existing issue and how to proceed
Assigned Tickets
If you receive a call regarding an existing issue that is assigned to someone else follow the following procedure:
Check the ticket category. If it falls in your tier you can take the ticket.
If it is not something in your tier, but no one else is available set expectations for the customer and notify your team lead.
If the issue is an emergency contact team lead/supervisor immediately by phone or in person.
Taking Existing Issue
Escalating should only occur if the issue falls in the upper tier level or troubleshooting was unsuccessful and further assistance is needed.
Submit internal notes on
why
it is being escalated
Check for accuracy of all
ticket fields
Escalate to the next tier (group and assignees)
Tier 1 - Martha
Tier 2 - Benjamin
Tier 3 - Cameron
Make sure to set expectations for the customer. If the next tier is not available please notify them through chat that you submitted a high level request to them. If it is not an emergency set expectations appropriately.
Set Status to
Open
Escalating Tickets
Open
A ticket should be set to
Open
when there is an
action
to be performed by a technician.
Pending
A ticket should be set to
Pending
when:
Replying to a client via email
Calling a client and leaving a voicemail
or When the client has indicated they will contact you
A ticket should not be left in Pending for long periods of time. If you attempt contact by phone and email, three times with no response in a 1 week period the ticket may be closed. Reply to the customer with the reason for closure.
On Hold
A ticket should be set to
On Hold
when:
Ticket was scheduled for an appointment
Waiting on a third party to move forward
Other actions are being performed by a technician but no immediate action is required for that specific issue
Solved
A ticket can be set to
Solved
when the ticket is ready to be closed and is complete.
New
A ticket with the Status of New should be assigned or taken immediately
New tickets should not be commented on without assigning or taking it first
If you respond to a client in a New ticket it is assumed you are handling that issue
If a New ticket is received and sitting in the New ticket Status it is assumed that tier 1 will address the issue first and escalate from there as necessary
Service Type
Site Visit, Remote Support, Training (simple)
Lead - new clients, assessments, first touch calls, or initial basic consulting
Break/Fix - device dropped off to office and has physical or software issue that requires us to resolve or drop off at the depot station
Customer Relationship - client billing or account management
Project - Zendesk is not a project management software so for any project related issues select "Project".
***Can be used for internal support requests.
Hardware
This selection is used to indicate what is being troubleshooted or physically worked on.
Choosing Hardware means there is a physical issue with the hardware or the client is having to make changes/adjustments to the hardware itself not from their computer.
Ex 1: Printer won't turn on
Ex. 2: Printer shows out of paper, but paper is loaded
Ex 3: Setting up new printer
Ex 4: My computer is slow and has malware.
Reality: It has 2GB of RAM and they are trying to run Adobe CS6.
Software
This section is for items that are considered "software" issues.
Issues in this section can be anything on a device itself that is not physical hardware that ends up being the "real" issue.
Clients often don't know or understand what the real issue is, we must do our job to identify the "real" issue, fix, solve and document.
Ex. 1: My computer is slow and keeps crashing.
Reality: Word corrupted and was crashing every time it was opened.
Ex 2: My phone isn't working, I can't get calls.
Reality: Malfunction in Vocalocity PBX causes failure to send calls to correct extension.
Managers
Expectations set for managers are:
should be available for questions
should provide realistic resources for team members
be able to provide training in areas of need
Technicians
Expecations are:
tickets should be cleared out of the "Open" queue before leaving at the end of the day
no new ticket should be left without a response at the end of the day
should follow procedures by the book at all times
should never tell clients "no" without a realistic workaround
should follow the ticket time protocols
Team
The team must work together to:
keep each other informed at all times
over informed is preferred to under informed
be willing to work together
be willing to offer help to each other if asked
be kind and considerate of other team members
Clients
Clients should:
be aware of our billing policies
be clear on whether an appointment is remote support or a site visit
be comfortable knowing their issue will be resolved one way or another
be kept informed at all times on their request
should never be kept waiting long periods of time for a solution unless approved by a manager
Level 1 (Tier 1)
Software:
OSX and iOS Apps
Backups
Email / Calendar / Contacts
Internet
Malware
Password issues
Other software
Software Updates
Voicemail
Other Mobile
Print/Scan Application
Level 3 (Tier 3)
Software:
Billing
Certificate
Consulting
ISP
Leads
Web Services
Level 2 (Tier 2)
Software
Projects
Telecom
Upgrades
Server Application
Moderate Other Software
Hardware Basics:
Mac
Mobile
PC
Print / Scan / Copy
Hardware:
Network
Other
New Device Setup
Server
Telecom
Device Config.
Service Type:
Remote Support
Internal
Training
Service Type:
Site Visit
Project
Break/Fix
Service Type:
Project
Lead
Break/fix
Any top level advanced issues
Troubleshooting Time
Technicians working the help desk should be able to identify the problem and begin applying a solution within the first 15 minutes.
If the first 15 minutes are spent trying to figure out "what to do" they should refer to their team lead for further assistance.
If productivity is not affected for business - If no team lead is available they should spend no more than 30 minutes trying to figure out how to resolve an issue before escalating up.
Research - unless a client specifically asks a tech to research an issue, no more than 15 minutes should be spent trying to research and issue online. If no solution within 15 minutes refer to team lead.
Resolution Time
Non-responsive clients
If three attempts have been made (call and email three times) leave a public comment informing client the ticket will be closed for inactivity and can be reopened when the client is ready to address the issue.
Scheduling (rescheduling)
If a client misses or reschedules an appointment last minute more than two times refer to team lead.
Troubleshooting
If a tech cannot resolve an issue or believe it may be above their training, discuss with team lead for escalation.
Escalations
If approved by team lead tickets may be escalated if the issue falls into a level 1 support request.
Response Time
Enforced During Business Hours
New Tickets - should be responded to within 10 minutes
Ticket Updates - should be responded to within 10 minutes
Emergencies
Support Agreements - called immediately
Non-Support Agreements - next priority
Client Handling
Call vs. Email
Procedure: Always call customers in response to tickets being submitted. If they aren't available leave a message and follow up the call with a return email.
Exceptions:
The customer requests to be emailed
The customer has notes on their account specifying to either not be called or not be emailed.
They email and the request can be easily answered in less than two sentences.
Upset or Angry Customers: If you ever feel uncomfortable at any time with a heated situation with a customer ask them to hold and get a supervisor/team lead.
It is critical to set expectations up front with customers. More on this later.
Requests should not be stuck in the system unless they are actionable.
Actionable means there is an action in progress by either the customer or our team. If the ticket remains unresponsive for over a week it should be solved.
Exceptions:
You know the customer is out of town or the customer/we are waiting on something that is expected to take longer than a week.
Customer Service
Listen
Empathize
Apologize
Deliver

Closing and Deleting Tickets
Closing Tickets
When a ticket status is set to "Solved" it is considered closed.
Tickets set to solved can be reopened by a client if they reply to an existing email connected to the solved ticket.
Solved tickets can also be reopened by a technician if the ticket is not truly resolved.
Deleting Tickets
Tickets should NEVER be deleted by technicians.
If you believe a ticket should be deleted and does not need to be retained in the system the following is the procedure for escalating the ticket for deletion:
Set the subject line to: Needs To Be Deleted
Tag the ticket with: fordeletion and then hit the enter key or click out of the tag box to save the tag
Set the status of the ticket to: Solved
You are done and an administrator will make the decision of whether the ticket should be deleted

Diagnose
Refine
Relate/Connect
Resolve
Full transcript