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ASP Forum
Updating Other Agents' Tickets
"We use a traditional touch-and-hold model for support calls, which
means that whoever first opens a ticket is responsible for all
contacts with the customer. This usually works fine, but we run a
7x24 shop, so often there are status changes that occur when the
original agent is off-shift. Is it better to wait until the
original agent comes to work, or should we ask other agents to get
involved in the case?"
—Karin from Kansas City
Dear Karin,
My thoughts are that it depends on the priority of the issue. If
the case requires forwarding it to someone in a different time
zone in order to keep the issue moving forward, then any customer
with a critical issue would appreciate the initiative taken to
resolve their issue. If it’s a matter of vacation, I agree with
Tom that it’s up to the customer. The support engineer needs to
make sure that they communicate with the customer that they will
be out and ask them if it can wait until they get back. If it’s
just an off-shift issue, it seems more of a matter of judgment
based on the priority. We have internal notes in our db where we
can mark the issues as private. That is how other people
contribute information to the case, but the original support
engineer communicates the information to maintain consistency.
Again, I keep going back to the priority of the issue because that
is what really matters. In general, the biggest complaint from
customers is usually a lack of informative updates, so whatever
you can do to make sure they have timely updates, I say just do
it!
—Kim Seserman
Support Account Manager
Saba Software
kseserman@Saba.com
If someone else on the team can contribute to the resolution of a
ticket, we believe this is a benefit to all parties involved. The
ticket does not need to change ownership in this case. That is
what team collaboration is all about, and if having another tech
comment on a ticket in which they do not own but have valuable
information, all the better for the tech team and more importantly,
the customer.
Thank you,
—Eric Harrington
TeamSupport.com
214-295-9442 x806
eharrington@murocsystems.com
It is the customer who has to chose—do they want to wait
or will they risk some repeat questions and answers for a
possible quicker solution. It is going to depend on how quick
the customer needs the answer and what kind of rapport they have
with the first agent. Occasionally someone in another part of
the world may have more expertise or see something in another
light and can bring the issue to resolution faster.
—Tom Frizzi
Infor
214-295-9442 x806
Tom.Frizzi@infor.com
[If you have any other advice on this question, please send
an email to membership director Jane Farber at jfarber@asponline.com,
and we'll post your feedback.]
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