Requesting the ability to identify the first time a ticket was assigned to a person in order to create a metric that shows the number of tickets first assigned to a person by week.
Background on our Workflow
My team could be considered a “tier 3” support group and we work closely with our “tier 2” support team to resolve issues/questions from our customers.
We are not customer facing so most communication to our customers take place by our “tier 2” support team and they are ultimately responsible for solving a ticket.
Here is an example workflow – typically it has a lot of back-n-form between teams.
- Customer submits ticket
- Tier 2 support investigates/tries to solve ticket (could be back-n-forth with customer)
- Tier 2 support assigned to our Tier 3 group for assistance with ticket
- After a ticket is assigned to the Support Engineering group it is triaged out to an individual support engineer
- Could be multiple back-n-forth between Tier 3 > Tier 2 > customer > Tier 2 > Tier 3 etc. before a ticket is solved.
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