Documenting Communications with Users

Once a ticket is created, every communication about the issue should flow through the that ticket. Corresponding with a customer outside of the ticket makes it difficult for other team members to have context when reviewing the ticket. Request that customers please use the ticket system when corresponding with you in order to track requests more efficiently. 

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, create an external ticket note reiterating the salient conversation points as written documentation. (Please note we also record all conversations with customers in case we need further documentation.)

Please do not add notes to a ticket as a MSG or EML attachment because these file types are not natively visible in the ticket. If you have an email that needs to be added to the ticket, please "print" to PDF first and attach that to the ticket. (Important emails should be saved in the info mailbox's shared client folders.) 

Documentation is a huge part of our culture. When we learn new things, we put them in the Autotask knowledge base or in IT Glue 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 when necessary. 

 

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