Dean, Many organizations include the Ticket Number and Summary in the Subject of the notification. In the body, you may want to include the Ticket Number, Resolution, and contact information should the customer have questions.
Another great practice is to ensure that your support personnel actually talk to the customer prior to resolving the ticket. This allows the customer to voice any concerns they may have and sign off on the resolution before the ticket is resolved. Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM & ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 [email protected]<mailto:[email protected]> http://its.state.nc.us<http://its.state.nc.us/> E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Dean Deonier Sent: Thursday, December 02, 2010 12:55 PM To: [email protected] Subject: Best Practice for Customer Resolution Notifications? ** ARSList guys: What fields do you include in your email notifications to clients when a ticket is resolved? Summary field only or both the Summary field and the Problem_Question field? Or, do you have some other take? If you include the Problem_Question field is it "too much information" for the customer. I would appreciate your viewpoint. Thanks, Dean Deonier Global Service Desk NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
