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- Details of the actions taken to resolve the incident are concise and readable
- Classification is complete and accurate according to root cause
- Resolution/action is agreed with the customer – verbally or, preferably, by email or in writing
- All details applicable to this phase of the incident control are recorded, such that:
- The customer is satisfied
- The time spent on the incident is recorded
- The person, date and time of closure are recorded
If the incident was resolved on first contact, document it as such using the drop-down option in the ticket. First contact resolution is defined as the customer's incident has been resolved prior to disconnecting the call. If the call is warm transferred to a second-level support team and they are able to resolve the incident, this would still be considered first contact resolution.
Ownership, Monitoring, Tracking, and Communication
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