Goal: For all pending tickets to have name corrected and a due date set
Permissions: Agent
Go back to the filter in the ticket view and change the "open" to "pending." It really doesn't matter what order they are in, because the goal is to go through all of them. You are going to do a rapid look at all of the tickets. You will be doing three things.
- Correcting the Name on the Ticket
- Adding a due date if there is not one
The goal here is to do a quick scan of the pending tickets to make sure all are regularly getting looked at. You are not changing status or changing the due dates. That is part of the next step.
Correcting the Name of the Ticket
Every Pen
https://www.loom.com/share/95dbb1b139bd48e3a40222c436905dd1
Assigning a ToDo Date
If there is no date, you can go ahead an assign a date that is 1 week from when the ticket was created. The format you should use for this "todo" date is:
19 Aug | Merge Accounts
Where the 19 is the date followed by the three letter month for when this ticket should be checked for action. You then place a pip | character followed by a very shortened summary of the topic of the ticket. Please note that effective 1 Aug 2021, we are no longer putting the ticket number in parenthesis.
Every "Pending" ticket needs a ToDo Date Assigned!
I am not done with this answer. But as a temporary work around, here is a video that explains what this step is.