Hi.
Does RT have a standard feature which allows a customer to escalate his
own ticket? I tried to find such thing, but didn’t find anything standard.
More detail description of ‘escalating ticket by customer’:
A simple customer sends the request, support/NOC creates a ticket and
openes it, and so that customer gets a message saying “Your problem has
got ticket number XXX …”. Ok, for some time the customer is satisfied.
A few hours have passed - no furhter messages have followed. The
customer is worried that there is no new information (progress) about
his trouble, he understands that sending another request with the same
problem is a bad idea, so he needs some kind of way to escalate his own
ticket to attract more attention to it of the support/NOC personal.
P.S. I’m only asking about some kind of standard feature of RT which can
be used to do such thing. I clearly see that there are numerous ways to
do that manualy (like a simple add-on to RT), but I’m firstly interested
if RT has got something already.
Bye.
Alex S. Burba
A simple customer sends the request, support/NOC creates a ticket and
openes it, and so that customer gets a message saying “Your problem
has got ticket number XXX …”. Ok, for some time the customer is
satisfied.
A few hours have passed - no furhter messages have followed. The
customer is worried that there is no new information (progress) about
his trouble, he understands that sending another request with the same
problem is a bad idea, so he needs some kind of way to escalate his
own ticket to attract more attention to it of the support/NOC
personal.
I’m not convinced this is a good idea - every customer will consider
his own tickets the most important ones, so you’ll end up with all (or
most) tickets escalated to highest priority, and your situation isn’t
better than before (except for being annoyed by the escalations,
maybe).
I’d rather clue customers in that there is a finite number of humans
dealing with the tickets, so things may take a while occasionally.
(This seems obvious, but some people tend to mistake ticketing systems
for automagic problem solving machines.)
Also, escalating a ticket will satisfy the customers only for a short
time, as they get just another automatic response. What they actually
want is a reply from a human, at least a confirmation that the problem
is being worked on. Thus, you could make it a policy that if a ticket
is (say) 4 hours old, the owner should reply with a short summary of
his troubleshooting attempts.
Sebastian
Sebastian Flothow
sebastian@flothow.de
Because it reverses the logical flow of conversation.
ebastian Flothow ???:
What they actually want is a reply from a human, at least a
confirmation that the problem is being worked on.
Yes, in fact that’s all what a customer needs.
Thus, you could make it a policy that if a ticket is
(say) 4 hours old, the owner should reply with a short summary of his
troubleshooting attempts.
Interesting idea, I should think of it. Thanks.
Alex Burba, All-Russia state television and broadcasting company, NOC.