Ticket Evaluation - 2nd/3rd Line - QA

• Name of Engineer

• Ticket Reference

• Name of QA Specialist

• Evaluation Date

  Date

Ticket Management

• Was the ticket actively progressed within a maximum of 4 working hours?

  Yes

  No

  N/A

• Are client updates responded to within a maximum of 8 working hours?

  Yes

  No

  N/A

• Are ticket updates clear, detailed and where necessary, resolution focused? Updates should look professional and within reason, free from Grammar and Spelling issues

  Yes

  No

  N/A

• Are updates few, rather than scattered across multiple short entries?

  Yes

  No

  N/A

• Have we used the Ligththouse Callback feature?

  Yes

  No

  N/A

• Where applicable and/or expected, have attachments been added to the ticket?

  Yes

  No

  N/A

• If the Engineer opened a remote session, has the Serial Number/Computer Name been detailed in Internal Notes?

  Yes

  No

  N/A

• Have we managed expectations around next steps?

  Yes

  No

  N/A

Resolution

• Have we seemingly contacted the customer to confirm resolution?

  Yes

  No

  N/A

• Do the Resolution Notes accurately detail the steps taken to Resolve?

  Yes

  No

  N/A

Customer Service

• Where applicable, has the ticket priority been upgraded to reflect the urgency?

  Yes

  No

  N/A

• Have we kept to promises made to the customer?

  Yes

  No

  N/A

• Has appropriate language been used through the ticket lifecycle? (No Jargon/Slang)

  Yes

  No

  N/A

• Have we understood the client needs and delivered as expected?

  Yes

  No

  N/A

• Where applicable, have we added/made arrangements to update the clients Contact Number?

  Yes

  No

  N/A

Ticket Summary

• Did the engineer suitably represent Ekco?

  Yes

  No

  N/A

• Additional Comments