PTO Stand-in Protocol: Claiming Responsibility for Tickets

Introduction

This guide outlines the protocol for agents who cover for colleagues on Paid Time Off (PTO) within Abbott Medical's internal support system. Properly claiming ticket responsibility ensures seamless customer service continuity, prevents ticket neglect, and maintains our professional commitment to cardiovascular health and innovation.

Process Description

When acting as a stand-in for an agent on PTO, it is critical to officially claim ownership of all relevant tickets, monitor deadlines diligently, communicate status updates, and escalate issues when necessary. This protocol supports flawless ticket resolution, aligns with compliance standards, and enhances collaborative service delivery.

Prerequisites

- Access to the ticketing system with permission to change ticket ownership. - Familiarity with current cases handled by the PTO agent. - Understanding of Abbott Medical's compliance tagging and escalation procedures.

Step-by-step Instructions

Follow these steps to claim responsibility for tickets during a colleague's PTO:

1. Identify all open tickets assigned to the agent going on PTO.
2. Update each ticket’s "Owner" field to your name or designated stand-in identity in Zendesk.
3. Add a clear note in each ticket detailing the stand-in status, including: - Date you assumed responsibility - Brief status summary - Any pending actions or deadlines
4. Review each ticket's deadlines and SLAs to prioritize tasks effectively.
5. Monitor ticket progress daily, updating notes and communicating with stakeholders as necessary.
6. If issues arise that require escalation, follow Abbott Medical’s internal escalation guidelines promptly.
7. Before the PTO agent returns, prepare a handover summary highlighting unresolved tickets and key information.
8. Communicate formally with the returning agent to ensure smooth transition and continuity.

Tips and Best Practices

- Use standardized ticket templates and macros to maintain professional and consistent communication. - Always verify compliance tags before closing tickets to ensure proper data retention. - Keep clear, concise documentation to facilitate future knowledge sharing. - Coordinate with team leads or supervisors if unclear about ticket priority or escalation.

Next Steps

After claiming ticket responsibility, remain proactive in managing the workflow and assist team members as needed. Seek guidance from your supervisor for any complex cases beyond your scope, maintaining our commitment to patient health restoration and quality of life improvement through excellent service.

Additional Information

For detailed instructions on ticket compliance tagging, escalation paths, and usage of macros/templates, refer to the following internal resources: - Data Archiving & Compliance Tagging Guidelines - Internal Handoff Protocol (Out-of-Scope Technical Service) - Standard Outgoing Ticket Templates (Macros)

Disclaimer

This protocol is designed to assist Abbott Medical agents during PTO coverage and should be adapted as necessary to fit specific team or operational requirements. Agents are encouraged to use discretion and collaborate with supervisors to ensure optimal ticket management outcomes.