Processing a Support Ticket

Beginning the Process

You are expected to respond within 24 hours of ticket submission except on Weekends or Holidays.

  1. Once a ticket is submitted it is automatically placed in the New section. 
  2. Once created, the ticket is automatically assigned to a Tech Support team member depending on location and subject.
  3. Once assigned to a ticket:
    1. Add the person who submitted the ticket as a 'Collaborator' (this will notify them when you make any changes to the ticket itself)
    2. Move the ticket from from the New status section to Open (it will automatically update the Ticket Status field)
    3.  Tag the ticket creator (using the @ symbol) and respond to the ticket within the comments section at the bottom of the ticket details. 
    4. Should the ticket require additional assistance, details, a meeting or escalation - please do so accordingly (see Communication Guidelines below).

The 'Ticket Status' should also change based on whichever section the ticket is placed and vice versa.

Understanding Ticket Status

Ticket Status
 Description
New
 A new ticket has been submitted to the queue.
Open
 The ticket has been assigned to you and you will attempt to reproduce the reported issue.
In Progress
 You are actively researching the ticket.
Completed
 You have been given verbal communication that the issue has been resolved.

Communication Guidelines

  1. Always use the comments section when responding to the ticket creator. 

  2. If you get a question outside of the application (Email, Teams, or Face to Face), ask the party to create a new ticket using the appropriate form and reply using the comments section in Asana.

  3. If at any point you feel that you are incapable of resolving a ticket or you may need some assistance, escalate the ticket.

    1. When escalating a ticket make sure to comment to the ticket creator and let them know you're putting work on this on hold while re-assigning the ticket (this will give you some time to get in contact with a supervisor or colleague that can be of assistance)

    2.  After speaking the new assignee,  and they give you a verbal okay, let the ticket creator know that the ticket has been re-assigned.

    3.  Add the supervisor or colleague as a collaborator. They will then take over and introduce themselves, mapping out next steps.

The comment section shows time stamps that can be used as an indicator of when a ticket was created and how long it has been sense you have followed up with them.

Support Ticket Management & Review

On a daily basis the IT Admin (Jimmy) will be reviewing all open tickets for the following.

  • Trends in issues/resolutions
  • Workload
  • Response times/completion timelines
  • Possible areas of assistance
  • Ensuring escalation is not needed
  • Tickets are being assigned to the correct persons
  • Assuring coverage when persons are OOO

Once a month the IT Team will meet to review the tickets.

  • Trends in tickets
  • Average response times
  • Reviewing potential improvements to the forms
  • Reviewing potential new Knowledgebase articles
  • Identify general Splash pain points
  • Opportunities for technical professional improvements
  • Share insights and tools we learned in the last month to better handle tickets