On Hold Ticket Diagram

On Hold Ticket Diagram

Here is a visual aid to demonstrate what to do with Servicedesk tickets we place on hold. Not every ticket will fit this pattern but this should help guide practice and ensure a consistent customer experience.

General Query

Student Submission

3rd Party Escalation

Internal Escalation

1. 2 days initial response
2. Follow up email and on hold for a further 3 days
3. Resolve stating clearly in text box "if support is required, please reply directly to this email to reopen the ticket.

1. Raise within Teams on the Digital Helpdesk channel. If it requires a DPS expertise, it can be escalated there AFTER DLD discussion
2. Inform user and place on hold for 3 days
3. Follow up on Teams with a tagged name check

1. Inform user why escalation is needed
2. Raise to 3rd Party and place on hold (with case no. or URL in reason box)
3. Provide updates with all communication
4. Ensure initial user is happy before resolving the ticket

1. On hold until just before deadline
2. Deadline Passes - Folow up with Student&copy in lecturer as permission is needed
3. Resolve if no response 1 week past the deadline

NB: We are the owner of the ticket and manage communication with user - do not assign unless asked or pass responsibility