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  Post #16 (permalink)   09-16-2011, 02:00 PM
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It happens, but your staff should communicate with each other about which tickets they are addressing. It's amazing how many companies have poor communication skills between the employees. Even fortune 500's have this issue.
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  Post #17 (permalink)   09-16-2011, 02:05 PM
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Quote:
Originally Posted by FRCorey View Post
It happens, but your staff should communicate with each other about which tickets they are addressing. It's amazing how many companies have poor communication skills between the employees. Even fortune 500's have this issue.
Agreed. Communication is a large part of any company, it could come between succeeding and failing.

Back to the original topic:

As far as it goes with WHMCS, refreshing the ticket status page should solve most of your issues. Assigning the ticket to a staff member would provide poor customer service due to not having replies when that staff member is out of the office. (Unless being monitored otherwise)
 
 


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  Post #18 (permalink)   09-21-2011, 01:04 PM
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One must check before who replied and what or what have been replied before , its not difficult to control such situations, while you can distribute the customers in two section , so one operator reply to one and vice versa, this way you can control on replying twice,
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  Post #19 (permalink)   10-10-2011, 12:17 PM
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Most systems will give the representative some indication of who has and/or who is working on a ticket. I agree with Conor that it is rare for two replies on the same question to go out on the same ticket especially if the responder is paying attention to the system alerts. But, it does happen and again it is rare to get a complaint. Double duty is far better than no duty.
 
 


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  Post #20 (permalink)   10-20-2011, 11:05 AM
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Originally Posted by handsonhosting View Post
The disadvantage of ONE person handling a ticket is that only ONE person is involved, and when they end their shift and go home for the day/night or worse, take their 2 days off, then the ticket goes unanswered as it's assigned to a specific operator.

Having multiple people work on a ticket (especially since everything in the issue is being documented in the ticket) is that the client gets the fastest possible answer from whatever staff is online and available to answer the issue.

I can't tell you how frustrated I get with eNom and other places where my ticket is assigned to a person, and I have to wait for them to come back on shift, or come back after the weekend so I can get a response. I'm all for assigned representatives etc, but if that person is not available, I shouldn't be forced to wait for them to come on staff. Any able body personal with answers to a question should be answering the question.

At least that's how we've operated, and clients seem to be more than pleased with their results. When specific staff members are requested, tickets are assigned to them, but beyond that, the primary mission for our staff is to answer tickets as quickly and accurately so that the client can resolve the issue and close out the ticket once resolved.
The other point to bring up is each staff member has a different experience and level of knowledge. If one person doesn't know and they are to proud a they could keep a ticket held up for longer than what it needs to while they try to research it.
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  Post #21 (permalink)   10-20-2011, 01:58 PM
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Quote:
Originally Posted by Zachary McClung View Post
The other point to bring up is each staff member has a different experience and level of knowledge. If one person doesn't know and they are to proud a they could keep a ticket held up for longer than what it needs to while they try to research it.
That can be solved by implementing a rule for level one support that goes like this: If you can't resolve an issue in X number of minutes, you need to transfer that ticket to level 2 support.
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  Post #22 (permalink)   10-27-2011, 12:00 AM
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I don't see this happening very often, as there is many ways to prevent it.
 
 
 


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  Post #23 (permalink)   10-29-2011, 08:05 PM
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If at all possible and you only have a small group of staff you can copy them all in using a central forwarding email to keep all in the loop. Other wise the first tech to handle the ticket should be the one to keep it going unless assistance is required.
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  Post #24 (permalink)   11-21-2011, 02:45 PM
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A good way to avoid having multiple people working on the same tt is to have them change the ticket status. If it's one that you're able to assist with, change the status to "In Progress" to notify the client and your coworkers that it's being worked on. If I click on a tt and find that someone has already started a reply, I hang back, move on, and recheck in ~3 mins or so.
 
 
 


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  Post #25 (permalink)   11-28-2011, 07:18 PM
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Does Kayako not have some form of tracking for tickets which allows bouncing between departments, tracking who has a ticket open etc?

We used WHMCS and find it great for our purposes. Less than 1% of our tickets in a month stay open for longer than a support shift as they're mainly quick enquires or fixes. Anything that is open at the end of a shift is 'handed over' to the next person to keep and eye on and follow-up.
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  Post #26 (permalink)   12-02-2011, 11:38 AM
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Our company uses SmarterTrack, which is a nice product. It has a very efficient ticket tracking system, and it's easy to distribute and transfer tickets to other agents. So with a 24/7/365 support team in different locations, we don't run into problems where multiple agents answer a ticket.

Along with good software, its high recommended to have a policy in place where a ticket doesn't just stay tied to one agent. And it should fall on the support agent to pass the ticket onto another agent if their shift ends and the customer expects an update or resolution of their issue before they return to work.
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  Post #27 (permalink)   12-03-2011, 03:28 PM
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Our company uses WHMCS and sometimes it does happen, but we usually tell staff to flag the ticket to themselves unless they done working for the day. If it gets busy like during the day we use a IM chat room to say that we are handling specific tickets.
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  Post #28 (permalink)   12-28-2011, 01:48 AM
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if more than one staff viewing the ticket, it will appear " staff A is viewing this ticket and start making a reply @ 9.33a.m "

so when we see it, we know we are not to answer it.
 
 
 


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  Post #29 (permalink)   01-01-2012, 11:10 PM
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all of our softwares show us in a form of warning that another staff is replying to the ticket.
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  Post #30 (permalink)   01-02-2012, 10:39 PM
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Quote:
Originally Posted by koreawebhosting View Post
all of our softwares show us in a form of warning that another staff is replying to the ticket.
yes, that's same with us.

usually, when a company assign more than one staff to handle the ticket section, it will have warning about who's online and viewing/replying the ticket
 
 
 
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