by anettes | Feb 12, 2022 | Complaint management, Sample solutions, Ticketsystem
In a helpdesk, customer inquiries or support requests are not always submitted directly by those affected. It is often a combination of email support requests directly from the customer or end user and manual ticket creation on behalf of the customer by an internal...
by anettes | Feb 12, 2022 | Complaint management, Organization & Processes, Sample solutions, teams, Ticketsystem
It is common practice in ticket systems that a newly posted ticket generates an email to the relevant support team or dispatcher, ideally with a direct link to the relevant ticket. This works well when exactly one helpdesk and exactly one team match. However, when...