First Contact Made

[hblair]

Happy Friday All - Does anyone have a good solution for tracking first contact made?   This solution cannot utilize the the email notification "incident opened for me".   This needs to be a process where anyone who is assigned a ticket, reaches out makes contact, checks a box, and is required to enter a work note.

Is anyone doing something different to track first contact made?

Thanks

Hank Blair

Denovo LLC

[justin_drysdale]

Our team uses Request Method, which is how the ticket came in.

And Customer Contacted for the method the tech uses to contact the customer:

[hblair]

Hey Justin,

Thanks for the info.   Just a quick follow up.

Did you make any of these drop downs mandatory?

Thanks

Hank

[justin_drysdale]

Neither one is mandatory but techs are advised to fill them out. They do fill it out for the most part.

[hblair]

Justin,

Thank you for the info.   I have shared your setup with my director and he likes what you guys have done.   We are going to try a similar setup but mandantory for FCM.   I will let you know how we progress.

Hank