Refine the existing workflows with the aim of making it easier to process tickets to ensure SLAs are met.
Problem Statement
As DRI for 'Handover tickets` I have been tasked with further iterating on this subject to simplify the process for support engineers. I have created this follow-up issue intending to make it clearer and simpler in regards to processing tickets closer to the ticket creation time including tickets from other preferred regions if the ticket is close to breaching.
This issue forms part of the overall OKR Improve cross-regional Handovers
What is the problem?
Despite the existing handbook guidelines on handling tickets which have a different preferred region some engineers are still unsure how to best handle tickets from a different preferred region particularly if the ticket is close to breaching.
Aligned with this there appears to be a degree of ambiguity around what to do with ZD tickets that have been configured for handover but have not been picked up in the preferred region, as noted in the following Slack thread and in the issue Tracking Transition: Identifying and tracking potential hurdles related to changes in Preferred Region Ticket Management workflow
Why is this a problem?
- Some tickets are breaching outside of the preferred region of support
- Some handover Tickets are not being picked up within the preferred region of support
Thus negatively impacting the customer experience with support.
Proposal
-
Simplify Process: Avoid excessive documentation or additional tasks to streamline the handover process, to this end I propose that we:
- Utilise a single ZD ticket Macro and rename it back to
Handover Ticket Summary
rather than having multiple macros to avoid confusion. The rationale for doing this is explained in the linked issue New Macros in support of regionally assigning tickets - Remove the other recently added handover macros (Handover for work hours, Handover for Expertise, Handover for call) from ZD.
- Update the handbook section handling tickets from a different preferred region so that it clearly reflects that both High and Normal priority tickets should be handled within the preferred region
- Review the existing handbook page handling tickets workflow to remove duplication and streamline the guidelines.
- Utilise a single ZD ticket Macro and rename it back to
-
Prompt Responsiveness: Add a new section for
Handling Tickets outside your preferred region that are close to breaching
- When picking up a ticket, send the first response promptly.
- If the customer communicates again within the same timezone as the first response, continue working on the ticket. If unresolved by the end of the day, inquire if they want it moved on.
- If there is no further communication, release the ticket back to the queue by using the
Handover summary
macro and setting the fieldHandover Status
toNeeds Handover
-
Handling Needs Handover Tickets:
- Document that for each SGG member one of their daily tasks each day should be to distribute any handover tickets within their SGG regional team according to the tickets weight/priority.
- Document that team members have a collective responsibility to ensure all handover tickets have owners in the new region by the end of the day after the ticket returns to the queue.
-
Evangelise the updated process:
- Once the handbook has been updated, add to the SWIR and regional meetings.
- Encourage managers to discuss the workflow process changes with their direct reports so that everyone is aware of them and is following the correct process.
-
Track problems:
- Continue to track problems through the existing issue: Tracking Transition: Identifying and tracking potential hurdles related to changes in Preferred Region Ticket Management workflow with the aim of introducing further optimizations if required.
DRI
@jlyttle will act as the DRI for this issue.
Desired Outcome
- All engineers across regions are familiar with the process
- All engineers across regions are following the process
How do we measure success?
- Measuring SLA breaches
- Correlating the above with tickets that have the handover status field.