< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user
Overview
This checklist is a working reference for Help Desk technicians to support consistent call handling, ticket documentation, status use, workflow management, and ticket closure in TeamDynamix (TDX).
Use this checklist with the related resources listed below for detailed guidance on follow-up, ticket status, dashboard monitoring, and performance expectations.
Audience
Help Desk Technicians responsible for supporting CCBC users and documenting work in TeamDynamix (TDX).
Process
Related Resources
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TDX Ticket Handling Standards: Follow-Up, Escalation, and Communication— Primary reference for follow-up timelines, contact attempts, On Hold procedures, and ticket comment standards.
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TDX Dashboard Quick Reference — Use to prioritize tickets, monitor assigned and unassigned work, and identify tickets needing follow-up.
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Technician Performance Metrics and Expectations for One-on-One Check-Ins — Explains the performance areas reviewed during check-ins, including documentation quality, timely updates, hold usage, call coverage, and call quality.
Quick Self-Check
At-a-Glance Prompt — Use Before Moving to the Next Ticket
A brief prompt for active use during your shift. The full section-by-section checklist begins below.
☐ Did I understand what the user needed?
☐ Did I document what was reported, what I checked or did, and the outcome?
☐ Does the ticket status reflect where the work currently stands?
☐ Is the next step, escalation, referral, hold reason, or closure reason clear?
☐ Could another technician understand what happened from the ticket alone?
Full Checklist
The sections below provide the complete checklist for each stage of technician work. Use these during daily ticket handling to verify accuracy, documentation, and appropriate workflow.
1. During Calls and User Interactions
☐ Confirm the user’s account information as required before sharing or changing account-related information.
☐ Confirm what the user is trying to accomplish before beginning troubleshooting.
☐ Ask clarifying questions early — especially for access, application, enrollment, eligibility, or account-related issues.
☐ Guide the user one step at a time when walking through longer processes.
☐ Take ownership of the User Support portion of the issue before redirecting or escalating.
☐ Route the issue appropriately when it falls outside User Support scope.
☐ Confirm the outcome or next step with the user before ending the interaction.
2. Ticket Creation and Documentation
☐ Create a ticket when a call includes account access, troubleshooting, resolution, escalation, or follow-up.
☐ Make sure the ticket reflects the actual issue discussed.
☐ Use the most accurate service, category, and title available.
☐ Adjust templates so the wording matches the real interaction.
☐ When an interaction includes both an IT step and a non-IT next step, document both clearly.
☐ Make sure another technician or reviewer can understand what happened without needing additional explanation.
Each ticket should clearly document:
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What the user reported
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What was verified or checked
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What actions were taken
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The outcome
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Any next step, referral, or escalation
3. Status, Coverage, and Workflow
☐ Make sure ticket status reflects the current state of the work.
☐ Update tickets when progress is made, information is received, or next steps change.
☐ Keep worked tickets moving toward resolution, reassignment, escalation, On Hold, or closure when appropriate.
☐ Follow the TDX Ticket Handling Standards: Follow-Up, Escalation, and Communication for follow-up timelines, phone contact expectations, and On Hold procedures.
☐ Use the TDX Dashboard Quick Reference to monitor assigned and unassigned tickets and identify work needing attention based on age, status, or last activity.
☐ Make sure availability or phone status accurately reflects the work being performed.
☐ Use Not Ready appropriately for email work, documentation, ticket updates, follow-up, or other assigned work.
☐ Status, availability, and work activity should tell the same story for coverage awareness.
4. Before Closing a Ticket
Tip: These items complement the Quick Self-Check above. If you already ran through those questions, focus on the closure-specific items below.
☐ Does the ticket tell the full story from start to finish?
☐ Was the issue resolved, answered, routed, or otherwise completed?
☐ Is there still an open question or pending next step that should be addressed first?
☐ Does the final note explain why the ticket is ready to close?
☐ Does the closure documentation include appropriate context for the issue, including sensitive matters or work completed by multiple technicians or teams?
☐ Does the user know what to do if the issue continues or returns?
☐ Is the ticket trail complete and easy for another technician or reviewer to understand?
What This Checklist Supports
This checklist supports daily work in the same areas reviewed during one-on-one check-ins, including ticket closure, documentation quality, timely updates, hold usage, call coverage, team communication, initiative, and call quality. For full details, see the Technician Performance Metrics and Expectations article.