Want to create interactive content? It’s easy in Genially!
5 DLD Hornbill Top Tips
Shaun Searle
Created on November 26, 2024
Start designing with a free template
Discover more than 1500 professional designs like these:
Transcript
You should only have a small number of tickets open in your name. If it is waiting response or time for you to action (resource) it should be on-hold. If you have carried out the request, it is resolved and it is on the customer to reopen
01
Good open ticket housekeeping
Keep looking at the tickets in the past 48 hours in the Open queue. If everyone in the team does this daily, the overall awareness of problems is increased and risk lowered.
02
Be Vigilant
Immediate access and assessment queries take priority over other work. Also the use of the term "Urgent" in the summary may mean just that!
03
Prioritise
Always be professional but check if heads of school, ADAs are in the chain. Equally teams such as complaints, IG and HR should be handled with care.
04
Be aware of who you are talking to
5 DLD HoRnbill Top tips
While filters can help, periodically return to the complete view to ensure nothing is missed