Ticket lifecycle

A helpdesk ticket naturally progresses from an initial state, through to closure. Along the way, it is common that the ticket will be updated with multiple status changes.

A common support helpdesk ticket lifecycle often has the following cylce:

…with “In Progress” being an iterative loop between the end-user and the helpdesk agent.

During the “In progress” phase, the interplay between the end-user/client and the helpdesk agent is akin to a “helpdesk tennis match”. See Helpdesk Tennis

The goal is, at some point in the ticket lifecycle, the helpdesk agent and/or the end user will arrive at a time where the incident/problem/issue may be considered resolved.

At this point, depending on your operational practice and tool configuration, the ticket may be put into a “Resolved” status (awaiting confirmation/verification), or straight to a closure status where the ticket is actually closed-off in the system.

Having distinct job status / stages, can have some interesting automation and reporting benefits (see below)

When is a helpdesk ticket resolved?

This of course can be quite subjective, and somewhat tricky to define

A helpdesk agent may provide details, or affect a “fix” that they believe will fix, or resolve the initial reported issue.

The client may, or may not apply the fix, perform the action, or otherwise benefit from the “fix”.

And this is where the question of ticket resolution can be asked.

At what point is the ticket considered resolved?

• when the helpdesk agent provides information, or performs an action that should fix the issue?
• when the client is no longer experiencing the initial symptoms that initiated the call to the helpdesk in the first place?
• When the helpdesk agent asks the client whether the “resolution” was effective?
• When the client confirms that the issue is no longer occuring?

In some instances, it’s obvious to both parties that the issue has been resolved - eg. Over the phone… “OK, I’m back in! The password reset worked - thank you!”

Service-desk common practice

It is common for most ITSM tools to be configured to have multiple “job status” codes that refect the current state of the incident/problem/ticket/job etc.

Many support teams will set the job status to “Resolved” when it is deemed an appropriate “resolution” has been provided to the user, or the ticket appears to be resolved, and the original issue is no longer a problem to the user.

At this point, it is also a common practice to allow the automation of the tool to kick in, with automatic logic similar to the following:

This configuration is common, and for the most part, it achieves ticket closure - by way of client confirmation, or brute algorithmic logic. If the configuration of the tool is such that there is no “Resoved” status, then the ticket can remain closed, or otherwise re-opened (or a new ticket logged) if the client response confirms the issue persists.

Customer satisfaction and CSAT

Another common approach once “resolution” or “closure” has been reached is to also send out a client satisfaction survey to gather feedback as part of the “Is this ticket resolved?”

A client satisfaction survey can give insight on how the service your support team provided was received, and the percieved impact it had. Based on user feedback, your organization can calculate a CSAT score (Customer Satisfaction Score), and use this information for training, recognition, accolaides, or a visit to HR :-)

Either way, creating surveys is a delicate art. If they’re too detailed, the response rate suffers, too simple and they may not give you what you want, however there is something to be said for a simple “Are you satisfied with the resolution? Yes / No”

Helpful, or just more SPAM?

A service-desk caveat.

Consider carefully the use of automated email. Are you really providing a service here, or just adding to the volume of email that is ignored and relegated to the SPAM folder? How are your clients affected by your relentless email?

Is is reassuring, or just down-right annoying? Have they just created email auto-rules to bin service-desk emails of this type?

How many times do you need to send the automated “Has your issue been resolved?” email?

Providing support that is prompt, effective and human requires a delicate touch. Get the balance right, and everyone wins.

The answers you are looking for might be with your team!

Don’t overlook the knowledge that the service-desk team already have.

A good team have their finger on the pulse of the organization. They may often interact with every department and user group. They know what’s happening and they have the unique insight that no-one else has. When service-desk personnel also walk-the-floor and provide in-person service, this is especially true.

Ask them….

About the users

• What can they tell you about the users they support?
  • What are the concerns, and general feeling about IT?
  • What are their frustrations and systems that cause angst?

About themselves

• How are they (the support staff) feeling?
  • are they burnt out?
  • have they lose the human touch?
  • do they need a break from support?
  • are their concerns being ignored?

About the team

• Are they working as a team?
• What tools do they need?
• What training do they require?
• What do they think of management?

If you’re a support manager - ask your team, and build it into your weekly routine. They will give the feedback you’re looking for.

Beer and party pies may be the answer

Better still… drinks and party pies every other Friday afternoon hosted by IT. (Spend the $$$ - it’s worth it) Invite the whole organization!!!

When people get together in an informal setting and share some food and drink - that’s where the real networking and feedback begins (…and if you must, enquire about that ticket status). Never underestimate the effect that some decent beer, food and cheese will open up better communication and feedback than any email automation, ITSM Software and digital surveys ever will.

Even moreso when it’s done regularly and promoted through regular ‘IT updates’.

IT support isn’t just a ticket - it’s an organizational heartbeat!

The human approach

Consider also as an alternative, and/or augmentation to automation is to have support staff actually physically visit, call, or otherwise engage with fellow employees/collegues/associates to verify if everything is OK. In the modern workplace, consider using whatever messaging app/communications channel is used. MS Teams, Slack, Messenger, WhatsApp, Zoom! - whatever the people are using.

The human approach will lead to more meaningful conversations and give better insight and meaning than any cold automation configuration ever could. Not only will your support staff walk away with a better understanding of the original issue, but they will connect on a human level and more completely understand the work environment, the people, the culture, the pressures and challenges that their collegues are faced with.

These personal interactions are really what create great work environments, foster understanding, continuous improvement and build relationships that enable.

I can’t get no satisfaction

It’s an age-old issue.

People have problems, and seek help from others to resolve those problems.

• Sometimes the issue is resolved…
• Sometimes it’s not.
• Sometimes, it’s not clear what the outcome was

In any case, having something in place to log, track and manage, and monitor support cases is not just common practice, but best practice.

HelpMaster Configuration for resolving, closing and soliciting feeback

For HelpMaster configuration of these concepts and more, see the HelpMaster documentation.