[ZSD] Best Practices = 1 Sender, 1 Recipient, 1 Ticket. Creating a new Service Desk Support Ticket.
Summary
Initial emails to cwsupport@cwilson.com which include other recipients can cause additional tickets to be created for the same request.
To request assistance, email cwsupport@cwilson.com WITHOUT ANY ADDITIONAL recipients. This will create your ticket.
If others are included, they will get your ORIGINAL email (without a ticket number) and may reply ALL, which will create a NEW ticket for THEM under the same issue.
In this example, ZEN user Replies All to the original email sent from Dude to ZEN & CWSupport.
An additional ticket #101032 is created under ZEN for the same issue as Dude's #101030.
Once the ticket has been created/email received, Dude can include ZEN in any reply or forward.
*** When an email includes recipient cwsupport@cwilson.com,
ONLY reply or forward the email with the TICKET number the the subject line.***
IE. ' Service Desk: Incident #101030 How does support ticketing work? (Pending) - Created '
- Including CWSUPPORT and new recipients in the 'ticket email' will UPDATE the ticket with
the new information so everyone in the chain can stay informed.
- Removing CWSUPPORT from a reply or forward 'ticket email' will not update the ticket
and is treated as just another email.
Best practice: 1 Sender + 1 Recipient = 1 Ticket.
Happy Ticketing!
See also How to Create a Support Ticket
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