Round the clock support

[HHH]

Does anyone here have experience in round the clock support and how to handle tickets when one analyst goes home and another takes over when the one taking over is working in another place and time zone?

[Gerry]

@HHH

You should always assume its the "ticket" or better said "the customer being supported" that is the time zone.  For analysts in a different timezone, they will see events in their local timezone generally, and the supported customers will continue to see timestamps in their local timezone, even when updated by someone in another timezone.  You analysts providing support for customers who are in different timezones will need to understand the implications of that. This is quite common in follow-the-sun type support arrangements. 

Ideally, and you should tune your processes as best you can o minimize hand-off, because ever hand-off across timezones is another opportunity for confusion to creep in.  You may also want to consider having ownsership of tickets sit in a team instead of with an individual, this will help by removing the overhead of having to have transactional hand-overs on a request by request basis. 

A lot of how you should approach this really depends on the nature of the support you are providing and the nature of the tickets, do not let "how the tool works" define your processes, you need to make sure that your processes serve your business needs, and the tool serves your processes

Gerry

[HHH]

3 hours ago, Gerry said:

@HHH

do not let "how the tool works" define your processes, you need to make sure that your processes serve your business needs, and the tool serves your processes

Gerry

Thanks @Gerry I feel this last sentence sums it up and we should start by looking at the process, and once that's decided we adjust the tools accordingly. Thanks again!