Connectria Ticket Auditing Process

Introduction

The Connectria Ticket Auditing Process is a methodical approach crafted to guarantee the effective management and resolution of customer service tickets. This process involves monitoring different ticket categories, prioritizing urgent issues, and assessing performance metrics to uphold exceptional service standards.

Objective

The main goal of the Connectria Ticket Auditing Process is to establish a thorough framework for the management and resolution of customer service tickets. Through the categorization of tickets and the monitoring of key performance indicators, the process is designed to improve response times, guarantee effective resolution, and enhance overall customer satisfaction.

Goals

1. Efficient Monitoring: Continuously review and analyze ticket activity to ensure timely and effective issue resolution.

2. Prioritization of Critical Issues: Ensure that tickets classified under the emergency category receive immediate attention.

3. Prompt Investigation of Alerts: Address alerting tickets promptly to prevent potential issues.

4. Accurate Information Response: Provide timely and precise responses to question tickets.

5. Timely Initial Response: Track and improve the time taken to provide the first response to a ticket.

6. Effective Issue Resolution: Measure and optimize the total time taken to fully resolve tickets.

7. Thorough Follow-up and Closure: Ensure all necessary actions have been taken and confirm customer satisfaction before closing tickets.

Monitoring Tickets: 

This involves continuously reviewing and analyzing ticket activity to ensure all issues are being addressed promptly and effectively.

Emergency Category: 

Tickets classified under this category require immediate attention due to their critical nature. These tickets are prioritized to ensure swift resolution.

Alerting Ticket: 

These are tickets that trigger alerts due to specific conditions or criteria. They require prompt investigation to prevent potential issues.

Question Ticket: 

These tickets consist of inquiries or requests for information. They need to be addressed with accurate and timely responses.

First Resolution Time: 

This metric tracks the time taken to provide the initial response to a ticket. Monitoring this ensures that customers receive timely acknowledgments of their issues.

Full Resolution Time: 

This metric measures the total time taken to fully resolve a ticket from the time it is logged. It is crucial for assessing overall efficiency and effectiveness in issue resolution.

Follow up and Close Ticket: 

This step ensures that all necessary actions have been taken and that the customer is satisfied before formally closing the ticket. Regular follow-ups are conducted to confirm resolution and gather feedback.