How to ping a ticket

ping.txt

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How to ping a ticket
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There are multiple reasons why we may need to update a ticket without being prompted by a customer response.

Examples:

Our SLA is based upon responsiveness.  If the ticket is Open, we need to provide regular updates whether the customer has responded or not.

If a ticket is in Pending, and has been inactive for a few days, we want to prompt action and move the issue towards resolution.

Best Practices

Here are some points of consideration to make these sorts of updates easy and productive:

What is the purpose of your post: Update or Prompt Action?
If the goal is to Prompt Action: Explicitly enumerate the action you wish the customer to take, and make it clear that we are blocked until they do so.
If the purpose is an SLA update: 
Where are you?
Are you at a milestone?
Are you at an SLA boundary?

Customer Sat
Reread the last three ticket responses
Rate what you can about the customer's mood in millihodges
Should you ask about heat? Is SLA still appropriate?

What has transpired?
Write down 3 event bullets

Write down at least 1, at most 3 next steps
Who?

Don't pre-curate. All information is valuable, and you can edit it down for the ping. Info now can be useful for a future ping.

Do you need to ask if the current path is still acceptable?

Should the subject be changed?
Mention the change to the customer

Should I add anyone to the CC list?

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How to ping a ticket for someone else
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