Process · Service response

Service response

Record public answers, pauses and resolution.

Step by step

Respond Service Agent

Service Agent acts on tickets, ticket events to append a customer response and first-response time.
- Append a customer response and first-response time
- Updates Tickets, Ticket events
Pause or resume Service Agent

Service Agent acts on tickets, ticket events to explain the waiting interval and resume work.
- Explain the waiting interval and resume work
- Updates Tickets, Ticket events
Resolve Service Agent

Service Agent acts on tickets, ticket events to record outcome evidence and resolution time.
- Record outcome evidence and resolution time
- Updates Tickets, Ticket events

And how to keep it from happening.

Check the source. Confirm the parent ticket and organization before moving the work.
Keep history. Retain prior events and decisions when a record changes.
Confirm the effect. A status alone cannot establish that the intended person saw the outcome.

Start free, then use Proto to change fields, steps and approvals before your team goes live.