How to best manage customers requests when received via a phone call.

Question

At my place of work we frequently have customers phone the IT team with requests and issues which we then have to resolve.

Currently we are creating tickets on the behalf of the customers in order to keep the requests logged. However this appears to not always send out an email to the customer, and sometimes the customer appears as "Anonymous" to the staff member working on the request.

Is there a better way to manage service requests received via a phone call with a customer?

Upon some further testing, it appears that it is not sending the email out to customers when our agent is signed in to the portal, and submits a ticket on the customers behalf. It consistently sends the email when the agent is signed out.

Joshua Innes-Hill · Answer

A great suggestion and we are pushing the portal quite hard as it avoids this issue entirely. However as you mentioned some customers really enjoy calling in for support.

Susan Waldrip · Answer

Hi @Joshua Innes-Hill , welcome to the Community!

In addition to @Jack Brickey 's comment, you might also suggest to customers that they can open a ticket themselves at <the URL for the JSM Help portal), if you think they're open to that (some just never will!). That'll cut down a little of your time to open the ticket yourself.

If you're getting a lot of phone calls rather than people opening tickets from the portal, you might also review how many clicks it takes for customers to get to the portal and how many clicks it takes for customers to raise a request. If it's a lot, see if you or someone can change that to encourage customers to use the portal.

Jack Brickey · Answer

Hi @Joshua Innes-Hill , be sure that the agents specify the reporter and the customer request type. This should ensure that the Customer remains in the loop.