Had an interesting bit of learning today: I submitted a ticket on behalf of a colleague, and the agent posted a comment/question and flipped the “Mark as ‘Waiting on requestor’” button. The ticket languished … and when I was scrolling through IIQ stuff, I saw that IIQ was awaiting a response from me, rather than the person on whose behalf I submitted the ticket.
If I were an AA submitting a ticket on behalf of my principal, this behavior might make sense: principal can’t always be expected to deal with ticket stuff. But a peer (me for my colleague, or a media specialist doing first-tier support before escalating to a ticket and IT support), I’d expect the nudge/flag to be for the customer.
I’m curious as to what guidance/clarity people are using around this schism right now, and I wonder whether IIQ might evaluate either some UX change to accommodate these two workflows … or, to be honest, my request: flip to focusing on the customer rather than the requestor, or at least make that a toggle in the site settings.
