Desktop Services Tickets
This is a friendly reminder to everyone that when a client calls in who is supported by Desktop Services, that ticket should be assigned in One Help to Desktop Services as a group, and not to a specific individual. This is a best practice for ticket assignments in general, as there are many factors affecting individual ticket assignments within one group that other groups cannot be aware of (i.e. if someone is out sick).
Sometimes there are red flags for certain clients in One Help that say “Client is supported by Desktop Services”. Please do not assume that the author of the red flag is that client’s primary support person, as this is often not the case! Just assign the ticket to Desktop Services and people at the Command Center will route it to the appropriate person.
Thank you!