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Community Tip: How to track support tickets you assist but do not own (SME/Consultant/Senior engineer)

Last updated January 24, 2022

It’s common for engineers to seek help from senior engineers in order to resolve tickets or escalate them. When a ticket is escalated, the senior engineer owns it—making it easy to track. In some cases though, the ticket is not formally escalated but a senior engineer is still assisting. In these situations, the senior engineer needs a way to keep track of the tickets they are helping but do not own.

In this tip, you will learn how to track these types of tickets. By applying the methods covered in this tip, you will be able to accomplish the following:

  • As the senior engineer, all updates will be sent automatically to you via email

  • With global View you will be able to manage and track all consulted tickets at the manager and team leads level

  • You will have a personal view that helps you easily keep track of all the tickets you are consulted on

Using insights, you will also learn how to create a report that shows you who is being consulted more and helps track consultants performance to some extent. Get started with tracking support tickets.

Head to the forums to get the details on this community tip

This community tip is from Ravi Verma, Manager of Support Delivery at Arcserve and Zendesk aficionado.

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