Home / Scope notes / Ticket queue notes

Ticket queue notes

What a person writes on a ticket before it moves. Nothing on this page is classified, deduped, or escalated.

What to write down

• The customer, the symptom, and the last time it worked.
• Who owns the next reply, and by when.
• What would make a person wake someone up.
• Where the runbook says to look first.

Runbook notes · SLA notes · Customer notes · Agent notes · kleber@ziontechgroup.com