How do you encourage users who are almost entirely operational to close the loop and take ownership of tickets?
¿Cómo animar a los usuarios que están casi completamente operativos a hacer cierre de ciclo y apropiarse de los tickets?
Solved
About close the loop
+8Best answer by ScottG
You need to manage this through cultural/organisation rhythms outside of Qualtrics, and then there is things you can use Qualtrics for to help reinforce what your ask is.
Within Qualtrics:
- Set up new workflows with reminder email to users to action/close tickets - we send a reminder every 7days and include their leader in reminder until ticket is closed.
- Design a dashboard to report on ticket closure, consider listing all tickets still outstanding, proportion that has been actioned and also average times taken to close
- Develop an SLA/metric on how soon you think tickets should be actioned. For example we track what proportion of tickets are closed within 5days and our users have a target to ensure >90% of tickets are closed within 5days.
- In your email notification of a ticket, include instructions of what is expected of the user to close/action as a reminder
You may also want to find someone in your organisation with Change Management experience as well, depending on the issue your finding - as your needing to get your users to adopt new behaviours which should be considered above just the technical components.
Happy to help further, if you have other questions.
+22Hi
In general, some ideas…
- Clearly define roles and responsibilities for ticket management in your organization. Make sure everyone understands the process.
- Implement rewards and recognition for users who consistently process their tickets.
- Conduct regular check-ins to discuss open tickets and address challenges.
- Provide training on Qualtrics (if you handle tickets with Qualtrics).
- Collect feedback and continuously improve your ticket process. Are the users missing data to process?
Best
Christian
You need to manage this through cultural/organisation rhythms outside of Qualtrics, and then there is things you can use Qualtrics for to help reinforce what your ask is.
Within Qualtrics:
- Set up new workflows with reminder email to users to action/close tickets - we send a reminder every 7days and include their leader in reminder until ticket is closed.
- Design a dashboard to report on ticket closure, consider listing all tickets still outstanding, proportion that has been actioned and also average times taken to close
- Develop an SLA/metric on how soon you think tickets should be actioned. For example we track what proportion of tickets are closed within 5days and our users have a target to ensure >90% of tickets are closed within 5days.
- In your email notification of a ticket, include instructions of what is expected of the user to close/action as a reminder
You may also want to find someone in your organisation with Change Management experience as well, depending on the issue your finding - as your needing to get your users to adopt new behaviours which should be considered above just the technical components.
Happy to help further, if you have other questions.
+8Hi
In general, some ideas…
- Clearly define roles and responsibilities for ticket management in your organization. Make sure everyone understands the process.
- Implement rewards and recognition for users who consistently process their tickets.
- Conduct regular check-ins to discuss open tickets and address challenges.
- Provide training on Qualtrics (if you handle tickets with Qualtrics).
- Collect feedback and continuously improve your ticket process. Are the users missing data to process?
Best
Christian
They are frontline employees in the retail sector, dealing daily with customer complaints about checkout, friendliness, prices, etc. Qualtrics is a day-to-day tool for them, as they need to monitor their indicators and customer feedback to follow up with calls and delve into important topics.
+8You need to manage this through cultural/organisation rhythms outside of Qualtrics, and then there is things you can use Qualtrics for to help reinforce what your ask is.
Within Qualtrics:
- Set up new workflows with reminder email to users to action/close tickets - we send a reminder every 7days and include their leader in reminder until ticket is closed.
- Design a dashboard to report on ticket closure, consider listing all tickets still outstanding, proportion that has been actioned and also average times taken to close
- Develop an SLA/metric on how soon you think tickets should be actioned. For example we track what proportion of tickets are closed within 5days and our users have a target to ensure >90% of tickets are closed within 5days.
- In your email notification of a ticket, include instructions of what is expected of the user to close/action as a reminder
You may also want to find someone in your organisation with Change Management experience as well, depending on the issue your finding - as your needing to get your users to adopt new behaviours which should be considered above just the technical components.
Happy to help further, if you have other questions.
Thank you very much!
Within the organization, there is no Change Management team, even though it is a large company. Should a small nascent group be created? What roles should be present?
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