By customer demand, we include the Notes field because the summary can be too cryptic to be of much use. Customers tend to make the summary generic: "Reschedule cron job" or "Can't login." They include the name of the cron job or whatever it is they can't login to in the notes (hopefully).
On Fri, Dec 3, 2010 at 10:33 AM, Marsh, Lee <[email protected]> wrote: > ** > > In addition to Dean’s items we also include a link to a follow-up quality > control survey. We get about a 5-10 percent response for the survey. > > > > Lee. > > > > > > *************************************** > Lee Marsh > Remedy Administrator > > BAE Systems Office Automation Systems Team > Antitrust Division, U.S. Department of Justice > > Phone: 202-305-9725 > > Cell: *202-203-0036* > Email: [email protected] > *************************************** > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Meyer, Jennifer L > *Sent:* Friday, December 03, 2010 8:31 AM > *To:* [email protected] > *Subject:* Re: Best Practice for Customer Resolution Notifications? > > > > ** > > 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] > > 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"_ > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > _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"
