Documenting Communications with Users

Documenting Communications with Users

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

 If you have a verbal conversation with a customer related to a ticket (whether in person or on the phone), the general procedure is the following: 

  • As soon as possible, send the customer a ticket note reiterating the contents of the conversation. Create the note immediately so it will fall in the correct place in the ticket timeline. 
  • If you provided passwords to the customer, use Secure Apps to create a link to the credentials and send the link to the customer via the external ticket note.

 

These habits will ensure that all ticket-related communications are documented in case the customer remembers a conversation differently or claims not to have received credentials. 


If you want to send a note to the user using your email, add the user to the ticket as a ticket contact first. When sending the email, make sure the ticket number is in the subject line. Then send the email to the support address. All ticket contacts will receive the email and it will automatically be added to the ticket as a note. 


Do not add notes to a ticket as a mail (.MSG) attachment as it will not be easily visible in the ticket and requires downloading in order to see it. Attachments are for screenshots, configuration backups, etc). 

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