Handing Over Cases when your Away
Please see how you should handle cases when you are going to be away from the office for more than 1 day. I.E. going on holiday, off sick, scheduled days off.
Handover Expectations
If you will be away for more than 1 day, you need to hand over your cases in the correct format and ensure that your clients are aware that you will be away.
You should inform your case buddy that you will be going away and it will be their responsibility to keep an eye on your cases. If there is an update to be provided to the client, then your case buddy will provide that update for you. Note, that your case buddy will not continue the investigation or take over the case.
They are there to provide updates in your absence. If there is additional investigation work required, then you are expected to continue that investigation work upon your return.
Specialist Name | Buddy |
|---|---|
Gayle Robson | Andy MacKinder |
Harry Bastow | Sarah Ellis |
Andy MacKinder | Gayle Robson |
Sarah Ellis | Harry Bastow |
It is your responsibility to ensure that cases are handed over correctly, and that your case buddy is aware to keep an eye on cases. If you do not hand over cases correctly, then updates will get missed.
Setting up Handover in Freshdesk
Ensure that the summary box has been filled in with a summary of the issue that the client is having
Add your case buddy as a watcher to the case by clicking on the Star icon in the top left-hand corner.
Search for your buddy’s name and then click on the green + symbol
Now you need to inform your client that you will be going away, and the expectations around what will happen in your absence.
You should set clear expectations with the client around when they can expect a next update and who will be looking assisting you with the case in your absence. You should also set expectations when you are returning back into the office and when the client can see a response from you directly.
If you are going to be handing over a case to your case buddy, then you should also set a reminder for yourself to review the case that was handed over. You can follow the guide here on setting reminders in Freshdesk.
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