Ensuring Timely Follow-Up and Avoiding Missed Requests – Kern County ETR

Introduction

As an essential part of Kern County Employers Training Resource (ETR), internal employees rely on the new centralized ticketing system to manage maintenance, supply, finance, and supportive service requests efficiently. This guide provides best practices to ensure timely follow-up and prevent missed requests, leveraging the system’s powerful features and integrations.

Best Practices for Timely Follow-Up

Regularly log in to the ticketing system to review the status and updates of your submitted tickets, ensuring no requests are overlooked.
Configure notification settings to receive alerts via email or mobile push notifications for any changes, approvals, or comments related to your tickets.
Utilize the Microsoft Teams integration to communicate directly and promptly with assigned personnel or supervisors, facilitating swift clarification and resolution.
Provide comprehensive and clear details when submitting requests to minimize delays caused by clarifying questions or incomplete information.
Use the system dashboard’s tracking features to monitor progress and expected resolution timelines for each request.
Proactively follow up on tickets showing no progress by adding comments or contacting the responsible team via integrated communication tools.
If a request remains unresolved or stalled, escalate it through the ticketing system’s escalation feature to ensure higher visibility and prompt action.

Leveraging System Features for Efficiency

The Kern County ETR centralized ticketing system offers several functionalities designed to support internal employees in their workflows. Familiarizing yourself with these tools will enhance your ability to track, follow up, and communicate effectively regarding your requests.

Dashboard Views: Customize your dashboard to prioritize tickets relevant to your role and deadlines.
Notifications: Tailor notification preferences to receive timely reminders without overwhelming alerts.
Mobile App: Access the ticketing system on-the-go via the mobile app, especially useful for field staff working remotely.
Microsoft Teams Integration: Engage in real-time conversations about tickets, receive approvals, and share updates seamlessly within your existing communication platform.

Tips for Successful Ticket Management

Make it a daily habit to check your tickets and respond to any messages or requests for additional information promptly.
Keep ticket information updated with accurate status and relevant notes to maintain transparency across teams.
Use the escalation feature judiciously for issues affecting critical operations or when encountering delays beyond expected timelines.
Collaborate and communicate openly with other departments via the integrated tools to foster accountability and efficiency.

Conclusion

By actively engaging with the Kern County ETR centralized ticketing system and following these best practices, internal employees can contribute significantly to timely follow-ups, prevent missed requests, and enhance the overall effectiveness of service management. This collaborative approach supports the department’s values of efficiency, transparency, and accountability, ultimately improving operational workflows for everyone involved.