Best Practice to contact an end user

       Best Practice to contact an end user when a trouble ticket is open and assigned to the analyst.  This suggests an obligation on the part of the customer to be available to troubleshoot the issue.  We must give the customer every opportunity to be available for said troubleshooting -- within reason...

Tips and Pointers

• Try multiple methods of contact to ensure that every effort has been made to connect with the customer.
• You can include the final closing email as a saved .msg file in Attachments if you wish to preserve formatting.
• Try to keep contact efforts to 24 hour increments so that the ticket does not linger overly long.
• Be polite and thorough in your communications and documentation.
• Just a reminder, management is collecting metrics on the length of time that tickets remain open, especially tickets with no activity so keep your documentation up-to-date.
• DOCUMENT ALL ATTEMPTS!

Example Email Template
Template 1
Subject:  PC Service Request <<case#>> Action Required
Hello,
I am with <<location>> IT End User Support and have received your PC Service Request, case # <<case#>>.  I would like to help you with <<Short description of PC problem>>, but have not been able to get in touch with you by phone or email. Please let me know your availability at your earliest convenience.
Thank you,
<<Analysts Name>>

Template 2
Subject:  2nd Attempt. PC Service Request <<case#>> Action Required
Hello,
I am with <<location>> IT End User Support and have received your PC Service Request, case # <<case#>>.  I would like to help you with <<Short description of PC problem>>, but have not been able to get in touch with you by phone or email. Please let me know your availability at your earliest convenience.
Thank you,
<<Analysts Name>>

Template 3
Subject:  3nd Attempt.  PC Service Request <<case#>> Action Required
Hello,
I am with <<location>> IT End User Support and have received your PC Service Request, case # <<case#>>.  I would like to help you with <<Short description of PC problem>>, but have not been able to get in touch with you by phone or email.
This is our third attempt to contact you.  I will close this case unless I hear from you by end of business today.  If you still need assistance with the same issue, please call the Help Desk at 000 000 (or 000-000-0000 after hours) and have your current ticket reopened within 20 days.
Thank you,
<<Analyst name>>

**please replace << >> with the specific information mentioned within brackets