Tickets are investigated carefully so they can be handled in the best and most efficient way possible. And so our reports, dashboards and metrics are pulling accurate data.
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- All New and Unassigned tickets must be given a first response within 2 hours.
- Some installers are given priority service - your SS ticket priority field will be automatically set once the organization name is populated; you may need to refresh the ticket to see priority change
- These tickets should be completed as soon as possible, and take precedence over other tickets.
- If the "needs config" field is used to create a linked config ticket, that ticket will also be automatically marked high priority.
- Note, if you create a linked ticket manually, you'll need to mark it high priority manually too.
- Someone is typically assigned to monitoring the queue and assigning tickets as appropriate - otherwise, we recommend all agents check the Unassigned Queue every 20 mins.
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Important note about sending messages to customers:
- Comments will be shared with anyone listed in "Reporter" or "Request Participants" fields
- Any edits you make to your message after hitting 'send' won't be sent to the customer. So be sure to proofread first.
A ticket can be closed when:
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