Documenting Communications with Users

Once a ticket is created, every communication about the issue should flow through the that ticket. This ensures other team members will have context when reviewing the ticket. If a customer continually writes to you directly, request that customers please use the ticket system when corresponding with you in order to track requests more efficiently. Ask for help from a senior team member if you need it. 

All correspondence and conversations with a user that relate to a ticket should be documented in the ticket as a ticket note. 

When sending an email regarding a ticket, make sure the ticket number is in the subject line. Then send the email to the support@ address. All contacts (customer Contacts and team Resources) attached to the ticket will receive the email and it will automatically be added to the ticket as a note. 

If you have a verbal conversation with a user, send an external ticket note to the user reiterating the salient conversation points. This ensures you have implicit agreement from the user about what was discussed. It also provides written documentation for our records. (Please note we record all conversations with customers in case we need further documentation.)

Please note: If you add an email to a ticket as a MSG or EML attachment, also "print" the email to PDF and attach the PDF to the ticket as well. (MSG and EML file types are not natively visible without Outlook. The PDF will make it possible to quickly and easily read the correspondence.) 

Documentation is a huge part of our culture. When we learn new things, we put them in the Autotask knowledge base or in Hudu so everyone has access to the knowledge. This includes how-tos, specialty software a customer may use, frequently seen issues etc. Get used to searching for technical answers in the Autotask KB. If we've seen an unusual issue before, the solution will most likely be documented  in the Autotask KB.

Similarly, everything related to a specific customer issue or concern gets documented in a ticket. Put notes about phone calls you've had with customers, unusual behavior, scheduling concerns, etc. in the ticket right away and update the ticket status immediately. 

 

• Related Articles

• Bulk Emails ("Bulletins") to Users

  When sending a service bulletin or other email to multiple users:  Use MailerLite whenever possible.  If using direct email, don't send to more than 25 users to avoid email being flagged as spam.  Always BCC Prepend the subject with "[GGIT]" (no ...

• Providing Permission to Install/Remove Software to RMM End Users

  Overview The purpose of this article is to specify our policies regarding giving RMM end users the ability to perform actions on their workstation that may cause corruption or security breaches. The two main areas of concern are: Allowing customers ...

• Policy on Internal Office Communications

  All office communication, whether via email, instant messaging app (Slack, Skype, etc.) or phone, is the property of New York Geek Girls Inc. Management reserves the right to view or monitor any written communication at any time. 

• Manage Users in MS Partner Portal

  https://partner.microsoft.com/en-us/pcv/dashboard/overview Go to MPN on left hand side. Click Overview. Under Account management click "Manage User Permissions". 

• Policy On Users Storing Data on Their Local Workstations

  Data should always be stored centrally, either in the cloud (e.g., Dropbox, MS 365, Egnyte) or on an on-premises server (e.g., Windows server, NAS). If we’re transferring a user to a different computer, file transfer isn’t included because the user ...