Ticket Talk
Something every ticket note should include other than the resolution
What is the troubleshooting steps you performed or actions taken for resolution?
Complete the statement:
"I understand how ______ that can be."
What is frustrating?
The first step in device troubleshooting
What is restart or power cycle the device?
Every call should start with one
What is a professional greeting?
The reason proper categorization is important
What is it improves reporting, routing, and trend analysis?
Created to simplify and standardize ticket communication to the end user
What is a shortcut?
You should never do this without first having a valid reason and notifying the customer
What is disconnect the call?
3 pieces of information that should be collected before escalating a ticket/call
What is the issue description, troubleshooting performed, and relevant details?
The reason technicians should avoid interrupting callers
What is to gather complete information and demonstrate active listening?
The correct category to select for a laptop that will not connect to Wi-Fi
What is Network/Wireless or connectivity?
The reason ticket notes should be written so another technician can understand them
What is to ensure continuity of support and proper documentation?
The reason active listening is important
What is it helps fully understand the issue and makes users feel heard?
The difference between a workaround and a resolution
What is a workaround temporarily restores functionality while a resolution permanently fixes the issue?
Why instructions should be provided one step at a time
What is to avoid confusion and improve understanding?
Duplicate categories can create this
What is inconsistent reporting and confusion?
This language type should never appear in a ticket note
What is blame-focused, emotional, or sarcastic language or technical jargon?
You should always do this before providing or offering a solution to an end user
What is confirm your understanding of the issue?
Something that should always accompany a ticket to ensure communication is possible with an end user
What is a good contact number?
If you are working through your lunch or snacking at your desk, avoid doing this
What is eating/chewing gum on calls with customers?
You should always check for this when creating a new category
What is whether an existing category already covers the issue?
The biggest risk of poor ticket documentation
What is repeated troubleshooting, delays, and inability to track issue history?
This is your first priority before making changes to an account over the phone
What is verify the caller?
The first step in browser related troubleshooting
What is clearing browser history?
Unless it is an emergency or immediate attention is needed for assistance with a call or to escalate a call to a senior rep or manager, avoid doing this in the call center environment
What is put your caller on speakerphone?
The name (including middle initial) of the person that serves as our in-house IIQ Administrator.
Who is Barton Mace?