Question

For tickets where a client calls in and wants an update on a ticket, and you pull up the ticket and see it is assigned to another team outside the Help Desk, what should you do?

1) Transfer the call to the team assigned to the ticket
2) Tell the client to call back later
3) Try to resolve the issue yourself
4) Ignore the ticket and move on to the next one

Answer 1

When a client requests an update on a ticket assigned to another team, the Help Desk should provide an update and may offer to liaise with the assigned team to get more information, rather than directly transferring the call, telling the client to call back later, trying to resolve it themselves, or ignoring the ticket.

Step-by-step explanation:

When a client calls in and wants an update on a ticket that is assigned to another team outside the Help Desk, the best course of action is to provide customer service in an efficient and professional manner. It is not advisable to transfer the call directly to the team without first verifying if this is the best step for the specific situation. You should review the ticket, provide an update to the client, and where appropriate, assure them that the team assigned to the ticket is handling the issue. If the ticket allows and it is within your capability, offer to confirm the status with the assigned team and get back to the client with an update. This will help in maintaining a single point of contact and will save the client from the potential hassle of explaining the situation to a different team. Above all, avoid telling the client to call back later without providing some degree of assistance, trying to resolve an issue outside your expertise, or ignoring the ticket.