How to Communicate with Mission Control Regarding Tickets (Send, Assign or Inquire About Mission Control Work)
Introduction
Generally we handle help desk tickets internally. However, when we are overloaded, tickets should be "sent" to Mission Control, our help desk vendor. Using the correct ticket template, it only takes a minute to edit the ticket so it will be visible to MC in their Autotaskinstance.
After an hour of not being actioned, all team members will receive a Slackbot alert indicating the help desk ticket needs to be actioned promptly.
If no one has claimed the ticket, generally it is the responsibility of the office admin to assign the ticket to MC. However, every team member should be prepared to re-assign the ticket to MC in case the office admin is at lunch or otherwise unavailable.
Even if you are working on an assignment, if necessary, "step away" for one minute (informing the end user if you are working directly with someone), advise everyone in the #all_ggit channel that you are sending the ticket to MC, and assign the help desk ticket to MC as follows.
How to "de-escalate" a ticket back (or assign a ticket) to Mission Control Help Desk
To send a ticket to Mission Control Help Desk:
1. Use the "[Mission Control] return to MC" ticket template. This will set the status to "Returned to MC," which MC uses.
2. Remove any secondary resources from the ticket.
Do not use this template to create a new ticket for Mission Control or to send a new ticket to MC. Please see: Creating a Ticket For Mission Control
FYI, these are the changes that occur automatically when you use the template:
- Changes primary resource to "Help Desk Support" .
- Changes status to "Returned to MC."
- Changes queue to Help Desk.
You must always make one manual change, which is to remove any other resources on the ticket.
Forwarding a Call-In to Mission Control
How to handle a help desk call (whether to accept the call right away, create a ticket to address the issue later, or forward the call to the MC number) is a judgement call that must be made quickly. Your decision will be based on several factors:
1. How urgent is the user's request? Are they able to continue working? Is the user's work critical to the customer's business (such as a that of a CEO)? Depending on the severity of the issue, the definition of addressing the issue "promptly" could range from "immediate action" to "schedule for action by the end of the day."
2. How busy are you? Do you have time to address the issue in a time-sensitive manner? If the issue is not urgent, can you schedule time to assist the user later in the day?
3. How busy is the team in general? Is it likely that someone else will be able to address the ticket promptly?
4. How complicated is the issue? How long will it take to resolve? Is it a simple password reset, or something more complex?
If you conclude that the user should be referred to Mission Control, inform the user you are forwarding them to the "help desk team" (do not mention Mission Control) and forward the call for the user to (347) 308-6455 (our help desk number).
How to contact Mission Control about a Ticket
Adding an internal note in a ticket will make the note visible to MC. However, if the note or question is important, make sure Dispatch sees it by also sending an email to ticketstatus@missioncontrolnoc.com .
To get through more quickly, it's best to call them at (347) 308-6455. This number forwards to their DID.) E.g., if a ticket is already in progress and we need to provide some guidance or info.
See also:
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