Ticket Updates, feedback loops, etc.
Posted by Sydney Gonzalez on 11 January 2018 01:40 PM

Ticket Updates, feedback loops, etc.

Categories: Kayako & Training
Sydney Gonzalez

Managing Tickets in Kayako

Updating Tickets:

  • The 'status' column is very important and is a great way to catch the eye of someone who is ignoring an item that  needs to be done. It has become more and more apparent that escalations are frequently ignored, so to combat that, follow up with an email to whomever is needed to help with the ticket.
  • The 'priority' of a ticket, however, should almost never be changed. Priority is determined by the owner of the ticket, and should only be changed by the director/administrator.

Logging Hours:

  • A rule of thumb should be to log the amount of time expected to be spent on a certain project in the related ticket before beginning, and after completion, update as needed.
  • All hours should be logged by the end of the business day.
  • If it is unclear as to where your hours should be logged, create a misc. ticket and log hours there any time there are small tasks.
    • If you need to change hours logged, you can add them to another ticket at any time and delete the reply in the misc. ticket.


  • Link any related documents and tickets in the ticket either when created or in a reply.

Feedback Loops

(A feedback loop is a way to stay in contact with any companies or individuals related to or working with Vigilant. The purpose of feedback loops are to maintain a dialogue and keep track of contract status.)

Feedback Loops for Procurement

    • KO is contracting officer, CO is commanding officer
  • Never QA your own work, have one person submit the work and another person check that the work went through and was submitted
    • 7-10 days after submission of proposal, an email should be sent out to check on the award status
      • Set weekly reminders after any submissions
      • Agile CRM can send automated follow-up emails, but it is necessary to personalize all follow-up emails fitted to the company

Feedback loop for existing Clients

  • Keep in touch with whoever is the most directly affected by any choices the employees at vigilant makes
    • Customer will question whether Vigilant cares or they will completely forget about what’s happening
      • Constant tracking is essential to maintaining a job as well as credibility with clients
  • When reaching out with someone for a priority item that is off track:
    • Check with engineer
    • Check with client
    • Check with Carl/CEO
      • Escalations are ignored frequently, should be more specific to situation
      • Kayako is a very useful tool that should be used much more diligently
        • The status column is very important and is a great way to catch the eye of someone who is ignoring an item that  needs to be done
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