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The technician you assigned a ticket is not responding to your request. What do you do?

Posted by Krit on Aug 4, 2020

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The technicians should be responding to you with a status if you ask them for it.  Your first attempt can be via Teams Chat messaging. However, messaging is not considered an official form of communication due to the lack of being able to efficiently search back.

Should a technician not respond to you when you have reached out, please follow the steps below:

1. Email the technician and copy your manager David.

2. If the technician still does not respond within a timely manner, call them.

3. If you have no results after the first 2 attempts, you must now escalate directly to David.

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