How to handle and minimize unassigned tickets
I noticed the increase in unassigned tickets in our NRT queue. And while we eventually pick them up, I wanted to revisit how we handle tickets to avoid having any unassigned tickets as much as possible for a better user experience, as they are more likely to fall behind.
My suggestions:
- If you are unlikely to take assignment, leave internal comments.
- If the ticket is about to breach, send a reply and ask in slack if someone else can keep it moving. (Optionally leave an internal note on the ticket mentioning you are not taking assignment)
- If nobody volunteered or have the knowledge to take it, maybe ask an expert from other SGG.
- Last resort, ask the manager on-call to help find an assignee
For unassigned ticket:
- Add it to your routine to look for unassigned tickets daily (if possible).
- Confirm with the SE who sent the first reply if they intended to not take assignment.
- If they are OOO, or they confirmed it was intentional, then proceed with taking assignment, and let the customer know you are taking over.
Let me know what you think
Edited by Asmaa Hassan