User Chased Tickets

Users can chase tickets from the Self Service Portal..

When a ticket has been chased, you will see a status change based on what has been configured. For example, USER-CHASED.

Understanding User Chase in ITSM

The User Chase feature within IT Service Management (ITSM) systems enables users to actively follow up on their support tickets. This action can trigger a status change in the ticketing system, for instance, to USER-CHASED, indicating that the user has sought updates or expedited resolution on their issue.

Why Allow Users to Chase a Ticket?

  1. Improved Communication: By allowing users to chase tickets, organizations enable a two-way communication path, ensuring that users are not left in the dark regarding their issues.

  2. Increased Transparency: It provides users with a sense of involvement in the resolution process, enhancing transparency around support operations.

  3. Priority Reassessment: When a ticket is chased, it may prompt support staff to reassess the priority or urgency of the issue, potentially leading to faster resolution times for critical problems.

  4. Enhanced User Satisfaction: Giving users the ability to prompt for updates can significantly improve user satisfaction and trust in the IT service management process.

To easily see tickets that have been chased, you can add the Call Status column to your Call Search Results.

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