About close the loop

Hi @IRENDONJLL0. Would be cool if you could provide more details about the challenge you are facing and how Qualtrics is used in this context. 

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

@IRENDONJLL0 our program have a lot of ticketing/close loop processes.

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: 

1. 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.
2. 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
3. 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.
4. 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.