How are you handling information needed by clients for specific categories in K1000
So we have a set of specific questions that need answered when a user picks a particular category and sub-category. We have made the choice at this time since the K1000 can't do this we are not going to build it in ourselves. If a client puts in a ticket themselves instead of calling the Help Desk how do you handle getting the information needed to assign a ticket to a technician?
Currently the Help Desk has to call the client back which upsets them that they put in a ticket and then they need to still get a call back or it takes a couple days to even make contact with the client.
I was thinking of creating rules that when a specific category was picked the client would get an email instructing them to provide the information - taking the risk that they ignore the email or they picked the wrong category.
I would like to get feedback on how others are handling this within the K1000?
We have a tier system here.
Tier 1's job is to answer the helpdesk phone and email. If they cannot provide a fix while on the phone they create a ticket for tier 2 or 3 depending on the problem. The emails they create the tickets from them if there is enough information. If the email lacks needed info they contact the customer by phone and email to get more info. If the customer does not reply within a given time no ticket is created and they get an email explaining why.