This is a follow-on from my last post ‘I’ll call you…later’
The problem I’m addressing is making sure that we call our customers back when they are expecting it, which means
- After they have reported an Incident to us (Serio calls this the Primary Callback)
- Calling back when we say we will, or when the customer asks (Serio calls these Secondary Callbacks)
I’m often asked if emails count as Callbacks. The answer is Yes, provided they are written by a human and are not ‘automated’.
I mentioned in Mondays post that the Helpdesk/Service Desk needs to get some help from the ITSM tool, so what follows aims to give you an overview of Callbacks within Serio. Most of what follows applies to Incidents, but it’s just as easy to apply to Problems and Changes.
Seeing what Callbacks are booked, and whether-or-not they are overdue
You do this through choosing the right columns when viewing Incidents in your ‘Selected Incidents’ list (you knew you could change the columns you see, right?). Specifically, you need to add these columns:
- Callback Outstanding (Any)
- Callback Reason
- Callback Due Date/Time
Figure 1 - Setup picture
[Callback Outstanding (Any) is an interesting one, it shows blue for Callbacks we’ve booked, and red for Callbacks that are late.
When you use these columns, here is what they look like
In figure 2, Incident 2081 has an overdue (late) Callback shown by the red tick. Incident 2096 has a Callback booked for 10th October which is not due yet. The other Incidents have no Callbacks set.
Figure 2 - How the columns show when used
I’ll post on Friday how you can actually set and manage your own Callbacks. If you are impatient, look for the following book in the Serio HowTo guide (Administrator How-To/Managing Issues/Callback) – this tells you in some depth what you need to do.