Golden Rules of Ticketing

As a person who takes care of user’s requests, please stick to the following rules, in order to optimize user experience and minimize work overhead for yourself and your fellow colleagues. Thank you!

1. Optimize your email notification settings.

Adjust your notifications to a level that keeps you informed without overwhelming you. And then, please take care of email notifications that do reach you.

2. Check your personal open tickets.

Do this regularly (possibly daily).

3. Check your group’s and yet-unassigned tickets.

Assign yourself to a ticket that you are planning to take care of. Avoid ownerless tickets.

4. Answer the client of your tickets.

Answer the client directly, not just a colleague via internal notification. Ensure the client is always informed about the current status.

5. Avoid orange and red tickets.

These are unclear/escalated tickets. Please take care of them.

6. Close tickets that have no further to-do for you.

They will re-open if the client replies. Left-open tickets will annoy yourself and your colleagues due to reminders.

7. Explicitly hand-over a ticket when your job is done.

Trigger or assign (via @@ + name) a colleague you think should take over the ticket. Ideally, include a short internal message summarizing the current status or next step. Don’t leave a ticket stale.