Golden Rules for Ticket Processing¶

As someone who helps users, you contribute significantly to the quality of our services. Please adhere to the following rules – for more satisfied users, less stress, and more efficient collaboration. Thank you!

1. Set up your notifications sensibly.¶

Configure your email notifications to ensure you receive important messages without being overwhelmed.
Check your notifications regularly – and take care of relevant messages.

2. Keep an eye on your open tickets.¶

Check your personal open tickets daily.
This helps prevent forgotten requests and long response times.

3. Look at open group tickets.¶

Regularly check the unassigned tickets of your group.
Take over tickets responsibly – tickets without an assignee stay pending and frustrate users.

4. Respond to the customer, not just internally.¶

Keep the customer informed about the current status at all times.
Internal notes are helpful – but they should not replace direct communication with the customer.

5. Avoid orange or red tickets.¶

These colors indicate: Uncertainty, Inactivity, or Escalation.
Act promptly before a ticket escalates.

6. Close completed tickets.¶

If your task is completed, close the ticket.
If the customer contacts you again, the ticket will automatically reopen.
Open tickets without reason cause unnecessary reminders and work.

7. Transfer tickets responsibly.¶

When you have finished your task, assign the ticket specifically to the next responsible colleague.
Write a brief internal note with the current status or next steps.
If you want to consult one or more colleagues, please trigger directly via @@ Name.
Do not leave tickets uncommented – this leads to confusion.

General Tips¶

Document the progress clearly and comprehensibly.
Be quick but careful.
Actively help colleagues if needed.