This document describes four approaches you can use to keep Technicians focused on their most important tickets. 

These changes drive a high-performance culture by streamlining workflows and enforcing accountability. The result is a data-led operation that delivers faster resolutions, prevents tickets from slipping through the cracks, and produces measurable gains in both client satisfaction and technician efficiency

Manage Multiple Technician Involvement 

• During onboarding and training, use the subscription feature so new technicians can follow senior technicians’ tickets. This allows them to learn by observing ticket handling and problem-solving. As they become more adept, you can reverse the roles, allowing senior technicians to monitor their progress and provide guidance. 
• For tickets that require input from multiple technicians, assign a lead role to one technician while having others subscribe to the ticket. This maintains a clear line of leadership and ensures collaborative effort. 
• Encourage technicians to use the @mention feature in ticket communications to quickly get the attention of colleagues when they need assistance. This can help facilitate collaboration and keep the ticket moving forward. 

See also: Collaborating on a Ticket.

Increase the Visibility of Tickets Requiring Attention

• Create purpose-built Ticket Views. For example, configure and assign a "My Queue" view for your technicians to help see and concentrate on their assigned, unassigned, and subscribed tickets in one place. Create shared Ticket Views for specific teams (e.g., "Tier 1 Support"). Every Ticket View provides an at-a-glance view of data showing what's happening across different types of Tickets in that view. See Work with Ticket Views and Use Ticket View Metrics. 
• Configure SLAs so they visually flag tickets (turning them red or orange) that are approaching or have breached response and resolution times, bringing immediate attention to them on the dashboard. See Work with Service Level Agreements (SLAs). 

Set Up Ticket Automations 

Implement Ticket Automations to streamline processes and ensure that tickets are managed efficiently. 

• Configure automations to transition tickets between teams and/or insert standardized communications. 
• Create automations to catch "stale" tickets. For example, if a ticket hasn't been updated in 4 hours, Syncro can automatically send an alert to the technician or a manager via email, SMS, and/or Slack/Teams. 

See also: 7 Powerful Ticket Automation Examples.

Optimize Notification Settings

For each of the above best practices, you should also ensure technicians are updated about important ticket changes. Notifications can be delivered via Email, SMS, In-App, Mobile Push, Microsoft Teams and/or a specified Webhook (like Slack). Some examples include:

• Configuring the notifications that technicians receive whenever they're subscribed to a ticket or mentioned on one. See Collaborating on a Ticket.
• Setting up immediate alerts for events like "Ticket Assigned to Me" or "Customer Replied." 
• Configuring SLAs to trigger notifications when a ticket is "Breaching Soon" or "Breached". See Work with Service Level Agreements (SLAS).
• Including Conditions like “Hours Until Due Date,” “Due Date Is Passed,” or “Not Updated in Hours” in your Ticket Automations. 

See also: Customize & Assign Notifications.