This is a continuation of the earlier post on the subject of IT Service eMail content.
Incident Confirmation (continued)
If you have a support website for your customers, advertise it by including a link to the website on the email. Do more than put the link there – give customers a reason to click it by explaining (in a concise style) what facilities are offered there.
Remember that you can include more information as well – such as the Asset/Configuration Item affected, the Company-Branch affected and more. You can then ask the customer to verify the detailks you’ve used are correct.
By Routine Updates, I mean emails that are sent by support staff that do things like suggest resolutions or ask for further information.
For the most part, the bulk of the email will be the specific text from Agents entered whilst taking an Action.
Sender details. You should always include information about the person sending the email – resist the urge to be anonymous. Include the sender’s name, and a ‘sign-off’ as well that includes the sender’s telephone number and job title. This information is usually stored in the Serio user’s ‘Comments’ field for easy inclusion in the email. You’ll find it in the eDoc editor under ‘Sending agent/Sending agent comments’.
For routine updates though, you’ll get the best out of the system by creating a few ‘standard’ emails to cover things that you do all the time.
As an example, you could create standard emails that notify a customer when you assign an Incident to a third-party supplier. If you do a lot of password resets, you could create a standard ‘reset’ email that tells users what they need to do in order to regain access – even better if you combine the email into an Action you create for that purpose.
Hopefully you get the idea – there is no need to keep re-entering the same text, create a standard email or Action for the things you do frequently.
These are the emails that get sent when we resolve an Incident for a customer.
Customer satisfaction survey. Ideally you should always invite the customer to comment on the service they’ve received from the helpdesk or service desk. Find out more about how to use this feature in the HowTo topic called ‘Customer Satisfaction Survey Roadmap’.
Resolution details. Make sure when you resolve an Incident that the resolving Agent documents what they did, and then send this to the customer. As this will be in the Agent comments entered when taking the Action, simply include this (‘Agent entered text’) in the email, but give it a meaningful title like ‘Incident resolution summary’ in the body of the email.
SLA Resolution Performance. I mentioned that the email confirmation can include SLA data. Your resolution email can contain both your target figures and actual accomplishments if you so wish, expressed as either hours/minutes or dates and times.