Which of the following practices should the technician use to make sure the ticket is associated with the correct user?

When a user calls in to report an issue, a technician submits a ticket on the user’s behalf.

Which of the following practices should the technician use to make sure the ticket is associated with the correct user?

A. Have the user provide a callback phone number to be added to the ticket

B. Assign the ticket to the department’s power user

C. Register the ticket with a unique user identifier

D. Provide the user with a unique ticket number that can be referenced on subsequent calls.

View Answer

Answer: C

Explanation:

A. Have the user provide a callback phone number to be added to the ticket – While this may be a good practice for enabling follow-up communication, it does not specifically ensure that the ticket is associated with the correct user.

B. Assign the ticket to the department’s power user – This doesn’t ensure the ticket is associated with the correct user. In fact, it could lead to confusion as it would appear the power user is having the issue, not the original caller.

C. Register the ticket with a unique user identifier – This practice ensures that each ticket can be tied back to a specific user. A unique user identifier could be a username, employee ID, or any other unique piece of information that can distinctly identify a user.

D. Provide the user with a unique ticket number that can be referenced on subsequent calls – While providing the user with a unique ticket number is good for tracking the specific issue, it does not guarantee the ticket is associated with the correct user.

Therefore, to ensure the ticket is associated with the correct user, it should be registered with a unique user identifier.