Monday Morning Ticket Status (MMTS)
MMTS is a status report sent to employees with ≥1 open tickets on Monday morning at users’ local time to proactively update them on their open tickets. MMTS uses an internal ticket database that is updated every few minutes with customer’s ticketing system. Sometimes, MMTS notifies a user on a ticket that has already been closed due to missed updates of the ticket database. To account for this, a disclaimer is added to the footer of the message.
What is MMTS?
MMTS is a status report sent to employees with ≥1 open tickets on Monday morning at users’ local time to proactively update them on their open tickets.
User Experience
Depending on the number of open tickets a user has, they could either see View 1 or View 2.
View 1
If a user has more than one open ticket, they will see a list of all open tickets up to five tickets. The user can check the status of the ticket in two ways:
- By typing “1” or ticket number, and see view 2.
- By clicking View all my tickets the user can be redirected to their ITSM portal.
View 2
If a user only has one open ticket, view 1 is skipped and the user will see the details of the ticket status. The user can:
- Click on the ticket number to be redirected to their ITSM portal
- Click on Add comment or Close issue
Who will it reach?
All users who have access to the Moveworks bot, that have a valid chat ID and have open tickets.
What are the benefits of having this feature turned on?
Close outstanding tickets with one click
Open tickets are closed every Monday without additional agent support. Many tickets stay open and inactive because users forgot to provide feedback in time, or forgot to close the ticket even if they are resolved. By proactively reminding users about their open tickets and giving them options to interact with the ticket by clicking on a button, we simplify the steps a user has to go through to complete the lifecycle of a ticket. Our initial pilot data shows 6% of users who received an MMTS message clicked on Close Issue.
Reduced live agent ticket inquiries
On average, about 11% of live agent inquiries are users checking their ticket status. MMTS provides users with an update of ticket status at the beginning of the week to address their questions proactively. Additionally, MMTS educates users on Bot capabilities and will drive more check status inquiries to the Bot, reducing the workload of live agents and allowing them to focus on more important issues.