TROUBLE TICKETS

TROUBLE TICKETS

TROUBLESHOOTING: PART 4

What are your ideas about trouble tickets?

And how do you think this discussion will help you and your customers?

COMPLAINTS, FORMS, & TICKETS

What are the difference?

Forms

A form is created to get assistance with a customers account from offline support teams.

Complaints

A complaint is a report of filing a customer's problem, after troubleshooting did not resolve it.

Complaints may create tickets for engineering to investigate. No ticket is created if the complaint triage finds a resolution.

Tickets

Tickets are used in engineering to investigate network issues. There are two types:

Trouble tickets: National Engineering Operations use these to investigate reported non-location-specific issues (data, unable to make/receive calls everywhere).

Service requests: Engineers in local markets use these to investigate reported network issues, like voice/data coverage and call quality issues in specific locations.

WHY IS IT IMPORTANT?

• Filling out the trouble ticket accurately will assist our Engineers in resolving the customer issue the first time.​

  
  

• Appropriately setting expectations with our customers regarding the Trouble Ticket process and effectively explaining what the Trouble Ticket is for will result in a better customer experience.

Multiple Select

WHICH OF THE FOLLOWING ARE CORRECT?

• 60% of Trouble Tickets come back unresolved

• Engineers will not call the customer directly in any scenario.​

• There are up to 6,000 tickets that are filed incorrectly each week.​

Tips to file effective complaints

• The more detail you provide, the better chance Engineering has to isolate and resolve the issue.

• Reference which The Fix flows you used to troubleshoot. List the main steps you took, and any steps you performed that were not in the flow. Do not copy troubleshooting flows.

• If a device is on an old software version, always advise a software update. It may resolve the problem.

• Write a clear and detailed issue description:

  •Exact subscriber issue:

  •Steps to reproduce the issue:

  •How long has the issue occurred:

  •What else did you learn from the customer or probing questions:

Review the resolution expectations with the customer.

• Tickets are investigated by T-Mobile Engineering from Monday to Friday, 5 a.m. to 4 p.m. PT.

• All complaints are assigned and reviewed within 3 days, but some may take longer to resolve.

• If a complaint has been open longer than 3 business days, you may escalate it for an update.

• For E911 complaints, advise the customer that you have opened a high-priority ticket with engineering. All 911 tickets are given a priority in the Engineering ticketing system.

Ticket Statuses

And how would you know the next steps!

OPEN

• Ticket is assigned.

• Ticket is being worked by T-Mobile Engineering and support teams

• Ticket has been transferred to another internal team, external systems, or vendors.

• Ticket has returned from an external vendor or another system, but it needs additional work or information before it can be closed.

• The service impact described in the ticket has been resolved, but it needs additional work or information before it can be closed.

Closed

• The trouble ticket has been resolved for seven days.

• If a known outage exists for the trouble ticket, it is removed from the system and existing indicators are also removed from Grand Central.

Terminated

• Incorrect category selected:

  Each questionnaire has different questions and routes to different P&T teams. If you select the incorrect category, you may not have provided the correct information needed to solve the customer issue. When this happens, you must submit a new ticket.

• Re-opened too many times without enough information:

  Engineering does their best to resolve customer issues but the solution is only as good as the information provided. If you re-open a ticket and don’t provide updated information, your ticket could be terminated.

Resolved

The trouble ticket is completed and archived immediately.

Open Ended

What type of information should always be provided when submitting a complaint?​ Give an example!

Multiple Select

What are the two different types of Trouble Tickets?

• Trouble Ticket

• Service Requests

• Forms

• Complaints

When should you NOT submit a Trouble Ticket?

• The issue is Account-specific that is non-provisioning related

• Device or equipment related – old technology, accessory impacting signal

• Grand Central Triage comes back that no Trouble ticket is necessary​

• The issue is “Known issue” related

Open Ended

Why is it important to check on your Trouble Tickets and follow-up, if necessary?

Why is it important?

• If ticket comes back unworkable/unresolved, it is important to check with the customer and gain further information, continue troubleshooting or reopen/create a new a ticket with additional details. (Leverage the resolution comments before you create an action plan for the customer.)​

• Customer may receive an SMS based on Ticket type.

• Reminder - If a commitment is missed, it will come back as a mistreat.

Open Ended

What do you think would happen if the Ticket comes back as "No trouble found"?

Once there is no trouble found....

• Verify that the original ticket included all relevant details, and no errors were made.  

• For instance:​

  •Signal issues but ticket was filed for No Data​

  •Ticket is filed for wrong address or examples provided are invalid​

• Call the customer back and further troubleshoot or identify additional information to resolve the issue.​