week 6

3.6 Understand the functions of incident and request management

systems in communicating information

• Reporting:

o ticket-based:

– users log issue via ticket system or email

– digital support manually input details if user contacts

via telephone

– tracks issue trends

– records internal customer satisfaction

o online chat bots:

– artificial intelligence (AI) responds to commonly asked

questions

– efficient use of digital support resource.

• Recording requirements:

o user/customer details

o issue details

o resolution

o time taken.

• Tracking and communicating progress:

o visibility on status and escalation.

Last Updated
2025-06-05 14:30:17