General Discussions

We've added a few tickets recently and have seen the Support team mark the tickets as Solved prior to giving us the opportunity to confirm the resolution.  All too often, the tickets marked as solved are, in our view, not. Is Notre Dame the only institution experiencing this?

I understand that some customers respond quicker than others and that the Support team wants to move tickets to Solved ASAP for their own metrics. Please recognize that while Cayuse is the main focus for Support...the majority of us have other duties beyond Cayuse to address. My team and I do our best to respond as quickly as we can.

I propose this compromise: Give customers 24 hours to confirm a resolution before changing the status to Solved. During this time customers can test your resolution and confirm, or give an update. If we do not respond after 24 hours...the Support team can close it and not rack up more time on the tickets to adversely affect the metrics.

Thanks for considering it,

Terri

Hi Terri, 

Our support team may place a ticket in a solved state if they feel like they have answered a question or proposed a solution. There is a 4 days window for anyone to make a comment on that ticket and the ticket will reopen. After those 4 days go by, the ticket will advance to a closed state. At that point, a follow up ticket will need to be created. If ever you feel that a ticket requires more attention after it has been solved, please feel free to respond and let the support agent know. 

Thank you, 

We've added a few tickets recently and have seen the Support team mark the tickets as Solved prior to giving us the opportunity to confirm the resolution.  All too often, the tickets marked as solved are, in our view, not. Is Notre Dame the only institution experiencing this?

I understand that some customers respond quicker than others and that the Support team wants to move tickets to Solved ASAP for their own metrics. Please recognize that while Cayuse is the main focus for Support...the majority of us have other duties beyond Cayuse to address. My team and I do our best to respond as quickly as we can.

I propose this compromise: Give customers 24 hours to confirm a resolution before changing the status to Solved. During this time customers can test your resolution and confirm, or give an update. If we do not respond after 24 hours...the Support team can close it and not rack up more time on the tickets to adversely affect the metrics.

Thanks for considering it,

Terri

Hi Terri, 

Our support team may place a ticket in a solved state if they feel like they have answered a question or proposed a solution. There is a 4 days window for anyone to make a comment on that ticket and the ticket will reopen. After those 4 days go by, the ticket will advance to a closed state. At that point, a follow up ticket will need to be created. If ever you feel that a ticket requires more attention after it has been solved, please feel free to respond and let the support agent know. 

Thank you, 

We've added a few tickets recently and have seen the Support team mark the tickets as Solved prior to giving us the opportunity to confirm the resolution.  All too often, the tickets marked as solved are, in our view, not. Is Notre Dame the only institution experiencing this?

I understand that some customers respond quicker than others and that the Support team wants to move tickets to Solved ASAP for their own metrics. Please recognize that while Cayuse is the main focus for Support...the majority of us have other duties beyond Cayuse to address. My team and I do our best to respond as quickly as we can.

I propose this compromise: Give customers 24 hours to confirm a resolution before changing the status to Solved. During this time customers can test your resolution and confirm, or give an update. If we do not respond after 24 hours...the Support team can close it and not rack up more time on the tickets to adversely affect the metrics.

Thanks for considering it,

Terri

Ken, thanks for sharing that information about the process. I agree with Terri's comments. As a new user of Cayuse's support, I found it kind of off-putting that a ticket would be deemed resolved before we get to verify the resolution.  I have had several tickets that should not have been 'Solved' and I feel that I have had to challenge the resolution rather than work collaboratively to arrive at the solution via a continued discussion.  It's as if I walked into a store to speak to customer service, they provided an answer, and then they said "Next".

I have worked in IT for over 25 years and this is a first for this type of support model.  When a ticket is opened, perhaps the automatic reply can include information about the process you described so that the requestor can understand your SLAs.

Thank you.

Hi Terri, 

Our support team may place a ticket in a solved state if they feel like they have answered a question or proposed a solution. There is a 4 days window for anyone to make a comment on that ticket and the ticket will reopen. After those 4 days go by, the ticket will advance to a closed state. At that point, a follow up ticket will need to be created. If ever you feel that a ticket requires more attention after it has been solved, please feel free to respond and let the support agent know. 

Thank you, 

We've added a few tickets recently and have seen the Support team mark the tickets as Solved prior to giving us the opportunity to confirm the resolution.  All too often, the tickets marked as solved are, in our view, not. Is Notre Dame the only institution experiencing this?

I understand that some customers respond quicker than others and that the Support team wants to move tickets to Solved ASAP for their own metrics. Please recognize that while Cayuse is the main focus for Support...the majority of us have other duties beyond Cayuse to address. My team and I do our best to respond as quickly as we can.

I propose this compromise: Give customers 24 hours to confirm a resolution before changing the status to Solved. During this time customers can test your resolution and confirm, or give an update. If we do not respond after 24 hours...the Support team can close it and not rack up more time on the tickets to adversely affect the metrics.

Thanks for considering it,

Terri

Ken, thanks for sharing that information about the process. I agree with Terri's comments. As a new user of Cayuse's support, I found it kind of off-putting that a ticket would be deemed resolved before we get to verify the resolution.  I have had several tickets that should not have been 'Solved' and I feel that I have had to challenge the resolution rather than work collaboratively to arrive at the solution via a continued discussion.  It's as if I walked into a store to speak to customer service, they provided an answer, and then they said "Next".

I have worked in IT for over 25 years and this is a first for this type of support model.  When a ticket is opened, perhaps the automatic reply can include information about the process you described so that the requestor can understand your SLAs.

Thank you.

Hi Terri, 

Our support team may place a ticket in a solved state if they feel like they have answered a question or proposed a solution. There is a 4 days window for anyone to make a comment on that ticket and the ticket will reopen. After those 4 days go by, the ticket will advance to a closed state. At that point, a follow up ticket will need to be created. If ever you feel that a ticket requires more attention after it has been solved, please feel free to respond and let the support agent know. 

Thank you, 

We've added a few tickets recently and have seen the Support team mark the tickets as Solved prior to giving us the opportunity to confirm the resolution.  All too often, the tickets marked as solved are, in our view, not. Is Notre Dame the only institution experiencing this?

I understand that some customers respond quicker than others and that the Support team wants to move tickets to Solved ASAP for their own metrics. Please recognize that while Cayuse is the main focus for Support...the majority of us have other duties beyond Cayuse to address. My team and I do our best to respond as quickly as we can.

I propose this compromise: Give customers 24 hours to confirm a resolution before changing the status to Solved. During this time customers can test your resolution and confirm, or give an update. If we do not respond after 24 hours...the Support team can close it and not rack up more time on the tickets to adversely affect the metrics.

Thanks for considering it,

Terri

We've added a few tickets recently and have seen the Support team mark the tickets as Solved prior to giving us the opportunity to confirm the resolution.  All too often, the tickets marked as solved are, in our view, not. Is Notre Dame the only institution experiencing this?

I understand that some customers respond quicker than others and that the Support team wants to move tickets to Solved ASAP for their own metrics. Please recognize that while Cayuse is the main focus for Support...the majority of us have other duties beyond Cayuse to address. My team and I do our best to respond as quickly as we can.

I propose this compromise: Give customers 24 hours to confirm a resolution before changing the status to Solved. During this time customers can test your resolution and confirm, or give an update. If we do not respond after 24 hours...the Support team can close it and not rack up more time on the tickets to adversely affect the metrics.

Thanks for considering it,

Terri