As a reminder, when you receive a service request ticket that’s missing information, it’s your responsibility to call the customer to obtain the additional details needed. Do not send the ticket back to the Service Desk, as this only delays ticket resolution. Also, please remember to use the Conversation History section under the Discussion tab to keep customers informed of ticket statuses. By owning your tickets and communicating early and often with your customers, you put I CARE values into practice.
