"Status Calls" over the Tickets

[Anna-Kaisa]

Dear Community, 

I, as Incident Manager, am struggling with the following; 

we are handling approx 130 000 incidents per year, within IT organization consisting of Service Desk = 1st level,
then 2nd, and 3rd with a lot teams per/and based on a subject matter area(s).

Service Desk is our single point of contact, there fore if our customer calls to get a status update for an already open incident (or any other type of record) our Service Desk is the one getting the call (or even an email asking for status). 

Our Service Desk is using the SN Call Module > where they can choose a call type of : Status Call > see the related task list per that Caller and can find all open records. And "close the call" in Call Module and by doing so > it creates a relation to the record chosen. It does not create any  other activity to the record (worknotes etc), change state etc, send anything etc. 

I'm however having an issue to determent what should now happen process ..
Service Desk can hardly ever provide an update for those records assigned elsewhere than to Service Desk. 

Does the incident get sorted quicker if the Caller in question just calls and calls after it? I dont know..

Can anyone share how these update inquiries have been handled in your organization? 

Does the assignee get an email? or does someone else get an email if there is a status call related to an already open incident? Do you visualize status call in some dashboard to raise awareness? What ever tips are highly appreciate - what we in process end, could do to support this kind of behavior. 

I have not seen tool providing any OOTB on this one - or then i have just missed it, 

Grateful of every piece of an advice and an opinion, 

Anna

[Michael Fry1]

We send out notifications to Self Service users (including those on watch list) with a link to the Service Portal so they can check status themselves. The Portal shows them any Inc/Req where they are the caller or on the watch list. Are you using Service portal where they can see status themselves, add comments, etc?