Ticket Etiquette
Best Practices
Submitting a Ticket
- Provide as many details as you can about the request or issue. If applicable, provide screenshots or case examples to share with the technician
- Be patient while your technician investigates the request. It's permissible to check-in once every 24-hours if you haven't received an update
- If you have a question or need a clarification, add it as a ticket comment so it is recorded
Handling a Ticket
- Comment frequent updates on the ticket to keep the Requester in the loop even if it just to let them know you're still investigating the request
- Provide timeframes to give your Requester an idea of when they can expect a solution
- Respond to questions or provide clarifications within a timely manner on the ticket
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