Worksheet

Reopened ticket diagnosis sheet

Each reopened ticket gets its own line in this diagnosis sheet. Columns record ticket number, product area, reopen count, reassignments before first reply and closure reason. Two more columns hold a cause tag, chosen from unclear answer, missing article, wrong routing or timer closure, and the single change assigned with an owner and due date.

Name: ______________________   Business: ______________________   Date: ______________

Scroll the table sideways to see every column.

Cross out or rewrite any heading that does not fit your business. From the guide “Why support tickets keep getting reopened and what the record shows”, www.gullysystem.com/blog/why-support-tickets-keep-getting-reopened-and-what-the-record-shows