Client Support RequestScenario, client sends an email (direct to one of us, workmate, project group) or we get comms from some other route, ultimately we need to get that work into teamwork, scheduled, and done, what should that process be?

Eg;

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Goals are;

  • Andy doesn’t spend all day  Triaging
  • It gets seen, triaged, and responded to within 4 hours (Even if the answer is we’ll look at it next week)
  • Less places to look (I’m not against removing the helpdesk and just having an email group if that’s better)
  • It gets done, well!