Since calling in an issue two days ago, a user reports that they have not heard from a help desk technician. Which of the following is the MOST appropriate response?

The correct answer is B. Let the user know that the problem will be escalated immediately. You need to assure the user that the problem has been escalated and give a time frame in which the problem will be resolved definitively.

Hardware and network troubleshooting

Question

Options

ALet the user know that there is no record of the initial call.
BLet the user know that the problem will be escalated immediately.
CLet the user know that the technician will be out to resolve the problem tomorrow.
DClose the initial ticket that was issued and open a new help desk ticket for the user.

How the community answered

(31 responses)

A
3% (1)
B
87% (27)
C
3% (1)
D
6% (2)

Explanation

You need to assure the user that the problem has been escalated and give a time frame in which the problem will be resolved definitively.

Topics

#escalation#ticket management#helpdesk response#customer service

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