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?
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.
Increased Transparency: It provides users with a sense of involvement in the resolution process, enhancing transparency around support operations.
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.
Enhanced User Satisfaction: Giving users the ability to prompt for updates can significantly improve user satisfaction and trust in the IT service management process.

Last updated
Was this helpful?