For the last several months, we've been hard at work revamping our service delivery and ticketing process to better serve you. What we're hoping to achieve is a smoother flow of tickets from open to close as well as a higher level of communication with clients on ticket progress. Clients will be receiving more automated communications when ticket statuses change. The system is interactive, so the client may respond with questions or additional information.
The system is designed to prevent tickets from getting stuck. In cases where we are dependent on third party information or action to complete a ticket, a client may be notified that the ticket is "pending closure", as we have not yet received the required information. These regular and scheduled follow-ups will help push issues through to positive conclusions for our client.
The process begins with the creation of a ticket. It's here that we would like to emphasize how important it is to send service requests through the "front door" versus contacting engineers directly. Requests sent directly to engineers, whether by email or phone call, might go unaddressed for hours if not days depending on the engineer's busyness and schedule. Service requests sent to firstname.lastname@example.org or made by calling the Help Desk will be responded to more quickly than service requests sent directly to engineers. Clients should expect to get reminders when they don't follow the right process for opening tickets.
Another add on to this process is more real-time client satisfaction scoring. The survey is simple: select either a happy face, a neutral face or a sad face to express your satisfaction with the service provided. Adding a quick comment is optional. The results are recapped and shared with our technical services and sales teams.