Ticket Management Standards

Purpose

This article outlines the minimum standards for managing tickets within Freshdesk. Consistent ticket management supports service delivery, improves reporting quality and helps ensure requests are managed in a timely and effective manner. 

Ticket Ownership

• All tickets should be assigned to an appropriate Group and Agent.
• Ownership of tickets should be clear at all times.
• Reassign tickets where responsibility changes.

Ticket Statuses

• Ticket statuses should accurately reflect the current stage of the request.
• Avoid leaving tickets in an incorrect status.
• Waiting statuses should be used when action is required from a customer, internal stakeholder or external party.
• Resolved should only be selected when the request has been addressed.

Ticket Metadata

• Mandatory ticket properties must be completed.
• Appropriate tags should be applied where relevant.
• Metadata should be updated as understanding of a request improves.

Ticket Communication

• Customer communication should be professional, clear and concise.
• Internal discussions should be recorded using Notes or Threads where appropriate.
• Ticket history should provide sufficient context for another team member to understand the request if required.

Ticket Resolution

Before resolving a ticket:

• Ensure the request has been addressed.
• Confirm ticket fields have been updated.
• Apply appropriate tags.
• Add any relevant notes or context.