Ticket follow-up Process

 To reduce the ticket count and to follow up with the user to resolve their issue
 We need to work together with a defined process.
 We are setting up the customer follow up Process with steps to be taken day wise.

Follow 3 strike rule

In "3 strike rule" to chase the user to respond to ticket, means that the agent will contact the user 3 times when the ticket is on
"awaiting for user response " state, so if the user doesn't respond after the 3rd reminder, the agent resolves the ticket.

1. Depending on the priority of the ticket we will complete our follow up

P2 or P3 or P4 Tickets: Please send follow up for 3 consecutive days before resolving it.
P5 Tickets: Please send 3 follow up on alternate days.

2. Mode of sending follow ups

Try to reach the consumer using different methods. Email, Teams, and phone are the most common. The Additional
comments fields of a ticket is not considered an acceptable method of communication. However Please added you follow
up email or teams message in the additional note.

Primary Method for follow up: Teams (within working hours) or Calls (if the preferred time and contact number are
mentioned)
Note: However, we would suggest sending an email first enquiring about the best time to schedule a call if required.
Secondary method: Emails
Note: If user online team and there is no response and no response on callback please drop and follow up email .
Exception to 3 strike process: Incase if we received an OOO from user, this will not qualify for 3 strike process and needs to
be kept on hold clearly mentioning the date on return of customer and also attaching the OOO email received.
Three strike rules will not be application for holidays and weekends

Follow up Email template

Subject: KBS ServiceDesk Follow up -INCXXXXX
Good day to you!
This is with reference to the ticket****
Regarding Issue/Request , May I have your best time to reach out to you fix the reported issue. Your response is
very much important for us. Thank you for your support.
1st Follow up
Note: Three attempts will be made to contact you to assist you in resolving the ticket. After the third attempt, if
there is no response from you via phone, chat, Teams, or email we have sent, the ticket will be closed. If it is an INC ticket, it
can be reopened within the 5-business day from when the ticket was resolved. If it is a RITM, a new ticket will be open.
Thanks and Regards,

DAY 1
Strike 1: contact user over email or call or teams chats.

FORMAT -
Subject: KBS ServiceDesk Follow up -INCXXXXX
Hello <customer name>,
This is <agent name> with KBS serves desk emailing about the above issue (short description) and ticket number is needed

To resolve your request, we need to perform additional troubleshooting steps on the workstation. Please provide us the best time.

We will make three more attempts to reach you before updating your ticket as "Resolved."
For additional support option please access the link:
https://kochprod.service-now.com/compass/

Note: Please copy paste the email or team message sent to user in the comment section.

DAY 2
Strike 2: contact user over email or call or teams chats.
If we did not get the response from the user on the email or on Incident.

We will be sending the email again as 2 nd follow up, If user is online on team send and message using Team Icon on the ticket.

If a callback number is listed, please try a callback depending on the time zone user is from.

You can use the Team icon in the service now to contact the user.

It will send an automated message to the user about the follow up

Example: - Hello Username, thank you for reaching out to us. We are working on the INCXXXXXXX and need additional information
to resolve the issue. Can you please share your availability to schedule a meeting to get the required information?  Let me know if
you have any other questions. Thank You!!!

DAY 3
Contacting the user on Day 3 using the email.

Send a 3rd follow up email to user, team message if user is online, call back if we have the contact number.

Please wait for next 24 hours for the email and teams response, if there is no response from user them please move the ticket to
resolve state.

Add note : We are updating this compass request as resolved since there was no response to the previous two attempts.
please visit www.KOCHcompass.com to submit a request, chat with a live specialist, or access additional contact information.

Example: - Hello Username, thank you for reaching out to us. We are working on the INCXXXXXXX and need additional information
to resolve the issue. Can you please share your availability to schedule a meeting to get the required information?  Let me know if
you have any other questions. Thank You!!!
Day 4
After 3rd follow up if we still have not received any response, please move the ticket to “Resolved” state.

Send a closing email and add the same as in notes as well.

Hello <customer name>,

This is <agent name> with KBS serves desk emailing about the above issue (short description) and ticket number is needed

We are updating this compass ticket as resolved since there was no response to the previous four attempts.
please visit www.KOCHcompass.com to submit a request, chat with a live specialist, or access additional contact information.