General request ownership advice.
Hi all,
I'm new to the software, just looking for some advice on how best to handle request ownership.
The concept of owning a call from start to finish is a priority. Throughout it's life a request may be worked on by other technicians in the 2nd or 3rd line teams, but as the original call owner I - in the 1st line, am responsible for keeping the customer informed of any updates and eventually delivering the final solution.
Let's say I have a request assigned to me that needs to be worked on by the 3rd line, I assign the request to the 3rd line team. As soon as I do this though I no longer am assigned to the request and so how do I retain ownership or keep site of this call?
I'm new to the software, just looking for some advice on how best to handle request ownership.
The concept of owning a call from start to finish is a priority. Throughout it's life a request may be worked on by other technicians in the 2nd or 3rd line teams, but as the original call owner I - in the 1st line, am responsible for keeping the customer informed of any updates and eventually delivering the final solution.
Let's say I have a request assigned to me that needs to be worked on by the 3rd line, I assign the request to the 3rd line team. As soon as I do this though I no longer am assigned to the request and so how do I retain ownership or keep site of this call?