Difference between revisions of "Tech Support Work Flow"

Revision as of 12:41, 28 January 2011

Open RT and Database
Take messages, call people back. Only call people back one time. If they do not have voicemail or their phone is shut off, they have to call back
Review the Open queue for anything that might need attention.
Fix computers!
- Walk -in Store evaluations first (determining that a systems is actually broken and that it has all of its parts)
- Systems that have been in the Tech Support Ticket queue the longest are next. Always deal with tickets in chronological order in the ticket queue.
Help walk-ins. Make sure that they know if the problem can not be figured out in 10 minutes or so, they'll have to leave the computers.

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 * Open RT and Database
 * Take messages, call people back.  Only call people back one time.  If they do not have voicemail or their phone is shut off, they have to call back
+* Review the Open queue for anything that might need attention.
 * Fix computers!
-** Store evaluations first (determining that a systems is actually broken and that it has all of its parts)
+** Walk -in Store evaluations first (determining that a systems is actually broken and that it has all of its parts)
-** Systems that have been in TS the longest are next
+** Systems that have been in the Tech Support Ticket queue the longest are next. Always deal with tickets in chronological order in the ticket queue.
 * Help walk-ins.  Make sure that they know if the problem can not be figured out in 10 minutes or so, they'll have to leave the computers.
-* Convert tech support work orders into RT tickets.  Always include the name and the symptom, especially what's not happening (I can't get the facebook!) in the subject line.  Always include the phone number in the phone number field.
 * Lastly, deal with "internal" boxes (because there is no person waiting on them)