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Forum
-> Working Women
amother
OP
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Tue, Jun 06 2023, 2:41 pm
We have a shared system in our company where we answer emails from clients so we can all check and see each others responses
Certain email tickets are my responsibility and others are my colleague's responsibility.
I work remotely so we aren't in an office together though we do correspond with each other every now and then about work related tasks.
I noticed recently that he's often closing batches of tickets without actually responding to the client first. Do I have a responsibility to say anything to my boss or should I just keep quiet? I don't want to be a tattle tale or anything, but maybe I'm supposed to speak up.
What would you do in my situation?
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amother
Honey
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Tue, Jun 06 2023, 2:43 pm
First ask him why he’s doing it
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amother
OP
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Tue, Jun 06 2023, 2:47 pm
It's not the type for me to ask him that.
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amother
Hyssop
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Tue, Jun 06 2023, 2:48 pm
Consult him.
If he gives you an appropriate answer, let it be
Reinforce with him that they should be answered before being closed.
If you find that either he is resistant to doing what is needed or is continuing to not take care of his responsibilities, contact the boss.
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amother
Pistachio
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Tue, Jun 06 2023, 2:49 pm
How do you know he's not resolving it?
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happy chick
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Tue, Jun 06 2023, 2:50 pm
If it something that will reflect poorly on your work, you should prob speak up. But if it's something that's completely the others guys responsibility, myob. Eventually, they will get complaints and it will lead back to him.
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scruffy
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Tue, Jun 06 2023, 2:50 pm
If you're not his supervisor, and it doesn't affect you, stay in your own lane.
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amother
OP
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Tue, Jun 06 2023, 2:51 pm
amother Hyssop wrote: | Consult him.
If he gives you an appropriate answer, let it be
Reinforce with him that they should be answered before being closed.
If you find that either he is resistant to doing what is needed or is continuing to not take care of his responsibilities, contact the boss. |
The problem is that I don't have so much contact with him, only like emailing him questions while ccing my boss. We never speak on the phone or anything.
It's weird for him to ask him about it.
My boss I'm in constant contact via whatsapp throught the day.
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amother
Navyblue
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Tue, Jun 06 2023, 2:52 pm
I would mention it to the boss in a matter of fact way, I noticed this is happening not sure if there is a reason for it or not.
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amother
OP
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Tue, Jun 06 2023, 2:52 pm
Because he closes several tickets at once.
There's no response in any of the tickets.
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amother
Carnation
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Tue, Jun 06 2023, 2:54 pm
amother OP wrote: | We have a shared system in our company where we answer emails from clients so we can all check and see each others responses
Certain email tickets are my responsibility and others are my colleague's responsibility.
I work remotely so we aren't in an office together though we do correspond with each other every now and then about work related tasks.
I noticed recently that he's often closing batches of tickets without actually responding to the client first. Do I have a responsibility to say anything to my boss or should I just keep quiet? I don't want to be a tattle tale or anything, but maybe I'm supposed to speak up.
What would you do in my situation? |
Does he respond to the client at all?
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amother
Pistachio
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Tue, Jun 06 2023, 2:54 pm
amother OP wrote: | Because he closes several tickets at once.
There's no response in any of the tickets. |
Maybe he speaks to them on the phone or otherwise resolves it in a way you can't see, then closes all the tickets at once when he gets around to it
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amother
OP
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Tue, Jun 06 2023, 2:54 pm
scruffy wrote: | If you're not his supervisor, and it doesn't affect you, stay in your own lane. |
I'm not his supervisor in any form.
But, I've been helping to fine-tune our CRM system over recent weeks and make it work better so I'm kind of the only one who sees what's going on there.
That's why I feel maybe I have a responsibility to say something.
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amother
Navyblue
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Tue, Jun 06 2023, 2:55 pm
amother OP wrote: | Because he closes several tickets at once.
There's no response in any of the tickets. |
Would there be a possibility that hes resolving them via a different form of communication? like phone or whatsapp?
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amother
OP
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Tue, Jun 06 2023, 2:56 pm
amother Pistachio wrote: | Maybe he speaks to them on the phone or otherwise resolves it in a way you can't see, then closes all the tickets at once when he gets around to it |
I used to think that.
But I see now it's very unlikely.
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amother
OP
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Tue, Jun 06 2023, 2:57 pm
From my understanding, no.
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amother
Pistachio
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Tue, Jun 06 2023, 2:57 pm
Maybe they are old, expired tickets.
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amother
OP
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Tue, Jun 06 2023, 2:58 pm
They are from over the past two weeks. But there were no responses made to any of them during that time.
(He has many other responsibilities as well, so could be he's just not getting around to this part of his job. But, he shouldn't just be closing them.)
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amother
Carnation
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Tue, Jun 06 2023, 3:00 pm
sounds like there are no controls in the system.
If you are fine tuning the CRM - suggest to you boss there needs to be audits.
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amother
OP
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Tue, Jun 06 2023, 3:00 pm
For the sake of this thread, let's assume he's definitely not responding to any of them in any medium.
How do I react if that's the case?
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