220-1102 · Question #42
When a user calls in to report an issue, a technician submits a ticket on the user's behalf. Which of the following practices should the technician use to make sure the ticket is associated with the c
The correct answer is D. Provide the user with a unique ticket number that can be referenced on subsequent calls.. When submitting a support ticket, a technician should provide the user with a unique ticket number to ensure proper association and tracking of the issue.
Question
When a user calls in to report an issue, a technician submits a ticket on the user's behalf. Which of the following practices should the technician use to make sure the ticket is associated with the correct user?
Options
- AHave the user provide a callback phone number to be added to the ticket
- BAssign the ticket to the department's power user
- CRegister the ticket with a unique user identifier
- DProvide the user with a unique ticket number that can be referenced on subsequent calls.
How the community answered
(29 responses)- A14% (4)
- B3% (1)
- C7% (2)
- D76% (22)
Why each option
When submitting a support ticket, a technician should provide the user with a unique ticket number to ensure proper association and tracking of the issue.
A callback phone number is contact information, not a unique identifier for the ticket or the user's association with it.
Assigning the ticket to a power user is a workflow step for resolution, not a method for associating the ticket with the original user for tracking purposes.
Registering the ticket with a unique user identifier is an internal system function, but providing the user with a unique ticket number is the practical method the technician uses to ensure accurate association for both parties.
Concept tested: IT service desk best practices - ticket tracking
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