Audit

Table Of Content

Certainly! Here is an explanation of the manual audit process performed every Friday for auditing the list of tickets in Connectria and Zendesk.

Manual Audit Process

Every Friday, a manual audit is conducted to review the status of tickets in Connectria and Zendesk. The goal of this audit is to ensure that all tickets are being appropriately managed, and to take necessary actions on tickets that are open, have no replies, or are waiting for a response.

• Retrieve Ticket Lists:

  • Access Connectria and Zendesk to retrieve the current list of tickets.

  • Filter tickets based on their status: open, no replies, or waiting for response.

• Review Open Tickets:

  • Identify all open tickets.

  • Check the details and history of each ticket to understand the current status and any actions taken so far.

  • Prioritize tickets based on urgency and importance.

• Identify Tickets with No Replies:

  • Filter out tickets that have been logged but have not received any replies.

  • Ensure that each ticket is assigned to the appropriate team member or escalate as needed.

  • Draft and send initial responses to acknowledge the receipt of the tickets.

• Handle Tickets Waiting for Response:

  • Identify tickets that are waiting for responses from either the customer or internal teams.

  • Follow up with the responsible parties to prompt a response.

  • Update the ticket status and add notes about the follow-up actions taken.

• Take Appropriate Actions:

  • For tickets requiring immediate attention, coordinate with the relevant teams to resolve issues promptly.

  • Close tickets that have been resolved and communicate the resolution to the stakeholders.

  • Update and document actions taken for each ticket in the respective systems.

• Report and Document:

  • Generate a summary report of the audit findings, including actions taken and pending items.

  • Document any recurring issues or trends observed during the audit for process improvement.