help desk trouble ticket

If you have a particularly difficult help desk trouble ticket to handle you might have no idea where to start or what to say. For instance, what should you do if you receive a ticket that claims your product or service caused some sort of harm to a customer's small child? Of course you want to show concern for the well being of the child and the family. But there are also legal factors to consider. Of these, the admission of guilt by a help desk employee can easily mean the end of the business for you as you know it. Legal situations require some careful handling. At the same time, you don't want to have to delay response while you track down the corporate lawyer to see exactly what you can and can't say.

Another example is the outright demand for a full refund for the product. Customers do not always want to actually return the product but they don't want to have to pay for it either. Not all of these complaints are even legitimate, as most people know that if you complain enough the company will give you a refund. Teaching your support team to deal with these issues isn't as easy as it is to help them learn the new help desk trouble ticket system you've implemented.

It's not hard to give one customer their money back or to find the lawyer in time to respond to the claim. If your system is running on complete and advanced software you should be able to flag these claims and look into each of them more thoroughly. Your customers just don't want to be ignored. They want to know that they have been heard and that you're doing something to solve their problem for them.

A help desk trouble ticket that is designed to stimulate a response of returned funds or a potential law suit should be handled directly by management. If you allow your team to take on these responsibilities you may not even know about them until much later when you're being served with the notification of a law suit or you notice that there are an excessive number of fully refunded sales. Training your team to let management in on the tickets is the fastest way to prevent disaster.