There are quite a few things to consider when working on tickets, but in due time this becomes second nature.
Please consider your ticket notes will be helpful for other engineers that will have to work on a ticket, or, if a similar ticket is raised in the future - trust me it is very disheartening finding a ticket for a similar issue and there being no detail on the notes.
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Always update a ticket with email communication to and from the customer. This including time email is sent, and who to (you can get this from hitting “reply”)
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When faced with a difficult ticket that needs to be escalated, please email the escalation engineer (depends on what the product is) and include the engineer’s manager. Then raise an escalation incident in the ticket.
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Make sure to include everything that you did in the ticket when troubleshooting - EVEN IF you didnt find the resolution. This is still very helpful!
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Make your ticket notes readable and clear !