RELATED IDEAS
Streamlined and Contextual Email Notifications
Why is it useful? This idea aims to reduce the volume of repetitive notifications and enhance the clarity and urgency of communication. By streamlining the email notification process, customers can better manage and prioritize their responses, leading to more efficient incident resolution and improved customer satisfaction.
Who would benefit?
Customers: They will receive fewer, more relevant notifications, making it easier to manage and respond to incidents.
Quorum Cyber's SOC Team: Reduced email clutter will lead to more effective communication with customers, allowing the team to focus on critical issues.
IT and Security Teams: Improved notification processes will help these teams prioritize and address incidents more efficiently.
How could it work?
Initial Notification: Send a notification only once to the QC customer when a ticket is initially raised. This notification should include all relevant details about the incident.
Status Change to "Customer Action": For any subsequent status changes that result in a ticket status of "Customer Action," send a notification with the subject line "QC Requires Customer Action." This allows customers, when receiving these emails, to filter them into a separate mailbox, folder, or team (if required).
Customer Escalation Chase: If Quorum Cyber needs to chase or escalate to a customer for urgent actions or information, the email notifications should clearly state "QC Escalation to Customer" in the subject line. This highlights the urgency and importance of the email.
Reminder Emails: If a customer representative has not responded to a Clarity Ticket that is in a status of "Customer Action," send reminder emails every 24 hours. The subject line should clearly state "QC Customer Reminder for Incident: XX-XXXX," ensuring that the reminder is easily identifiable and actionable.
Implementing these changes will streamline communication, reduce unnecessary email traffic, and ensure that critical notifications are not overlooked. This will ultimately lead to more efficient incident management and a better overall experience for customers.