When a user calls in to report an issue, a technician submits a ticket on the user's behalf. Which of the following practices should the technician use to make sure the ticket is associated with the correct user?
A.
Have the user provide a callback phone number to be added to the ticket
B.
Assign the ticket to the department's power user
C.
Register the ticket with a unique user identifier
D.
Provide the user with a unique ticket number that can be referenced on subsequent calls.
The technician should provide the user with a unique ticket number that can be referenced on subsequent calls to make sure the ticket is associated with the correct user. This is because registering the ticket with a unique user identifier, having the user provide a callback phone number to be added to the ticket, or assigning the ticket to the department’s power user will not ensure that the ticket is associated with the correct user2.
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