I would recommend adding the summary, priority, case
id and status information to a notification to the
customer along with standard text asking the customer
to call the help desk and reference the case id if
they need further assitance or information...
--- Den Fong wrote:
> **
>
> Beverly,
>
> We have had HD for about a year now and this is what
> happened with our
> notifications. The support staff thought that there
> was too many emails for
> New,WIP, Resolved and Pending; most of them created
> a rule to move emails to
> the deleted folder. This is what we have changed
> our notification process
> to.
>
> New calls
> User gets emailed ticket # and CTI along with
> description.
> Support Staff get notified only if the call is High
> or Urgent.
>
> Reassignments
> Support Staff gets notification of call transfers
> to their queue
>
> Pending
> No Pending notifications
>
> Resolved
> User get notification of resolved case.
>
> Granted there are some "issues" in our organization
> that affect this
> process.
>
> Good Luck
>
> -----Original Message-----
> From: Bremer, Beverly S.
> [mailto:bsbremer@FEDINS.COM]
> Sent: Monday, December 31, 2001 4:52 AM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: E-mail notifications for Help Desk
>
>
> **
>
> We are in the process of doing analysis needed to
> implement Remedy Help
> Desk (we do not yet have Remedy in production). Our
> IS department's
> current procedure is to have a help desk person call
> the customer when
> their problem is resolved (all contact with the
> customer is required to go
> through a help desk person).
>
> With Remedy Help Desk, the capability exists out of
> the box for e-mail
> notifications to be sent to the customer when the
> problem is WIP, resolved
> and pending (which I personally think is a great
> feature). There has been
> some concerns raised in doing this and I have been
> asked to find out how
> other companies are using this feature.
>
> - What type of information do you include in the
> notification that is sent
> to the customer?
> - What benefits have you realized by implementing
> this feature?
>
> Any information you can provide will be greatly
> appreciated!!!
>
> Beverly Bremer
> Federated Insurance
>
>
________________
> _____________
> To UNSUBSCRIBE, email the message "unsubscribe
> arslist" to:
>
> You may also control your subscription options,
> including UNSUBSCRIBE, at
> www.ARSLIST.org
>
>
_____________________________
> To UNSUBSCRIBE, email the message "unsubscribe
> arslist" to:
> You may also control your subscription options,
> including UNSUBSCRIBE, at www.ARSLIST.org
__________________________________________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com
_____________________________
Previous Topic
Index