** Email Monitoring/Handling **

< !!! INTERNAL USE ONLY !!! >
Not for distribution to end users.

Overview

Some users contact ITS by email to request services or report incidents. The helpdesk@ccbcmd.edu mailbox provides a way for users to reach ITS when they are unfamiliar with the client portal or unsure where to submit a request.

When appropriate, users should be encouraged to submit future requests through the client portal.

Audience

ITS Staff

Procedure

Schedule

• Technicians may be scheduled during their shifts to monitor the Help Desk email inbox.

• Email monitoring may be assigned along with other responsibility areas.

Ticket Creation

• Emails that require support, follow-up, documentation, or action should be associated with a new or existing ticket.

• Emails that do not require a ticket, such as spam, duplicate messages, system-generated notifications, or non-actionable messages, should be handled according to the current mailbox process.

Inbound Emails

• Technicians are responsible for making sure information from inbound emails is added to a new ticket or the appropriate existing ticket.

• Relevant email details should be added to the ticket, including the subject, sender, date/time sent, message body, and any related conversation needed to understand the request.

• One way to gather the needed information is to use the Forward option and copy the relevant details into the ticket.

• Add the requester and any appropriate contacts to the ticket when they need to receive updates or are directly involved in the request.

• All relevant attachments should be uploaded to the ticket.

• After the email has been documented in a new or existing ticket, move the email to the appropriate mailbox folder based on the campus, service, or request type. This helps show that the email has been addressed and reduces the chance of duplicate handling.

Outbound Emails

• Follow-up communication for emails that become active service requests or incidents should be sent through the ticketing system.

Troubleshooting and Documentation

• Troubleshooting notes and documentation for emails that become active service requests or incidents should be recorded in the ticketing system.

Categorization

• Categorization for emails that become active service requests or incidents should be completed in the ticketing system.

Quality Review

• Email handling may be reviewed as part of ongoing quality checks, coaching, and process improvement.