Do I say anything or keep quiet?

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amother

Tue, Jun 06 2023, 11:41 am

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?

amother

Honey

Tue, Jun 06 2023, 11:43 am

First ask him why he’s doing it

amother

Tue, Jun 06 2023, 11:47 am

amother Honey wrote:

First ask him why he’s doing it

It's not the type for me to ask him that.

amother

Hyssop

Tue, Jun 06 2023, 11:48 am

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.

amother

Pistachio

Tue, Jun 06 2023, 11:49 am

How do you know he's not resolving it?

happy chick

Tue, Jun 06 2023, 11:50 am

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.

scruffy

Tue, Jun 06 2023, 11:50 am

If you're not his supervisor, and it doesn't affect you, stay in your own lane.

amother

Tue, Jun 06 2023, 11:51 am

amother Hyssop wrote:

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.

amother

Navyblue

Tue, Jun 06 2023, 11:52 am

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.

amother

Tue, Jun 06 2023, 11:52 am

amother Pistachio wrote:

How do you know he's not resolving it?

Because he closes several tickets at once.

There's no response in any of the tickets.

amother

Carnation

Tue, Jun 06 2023, 11:54 am

amother OP wrote:

Does he respond to the client at all?

amother

Pistachio

Tue, Jun 06 2023, 11:54 am

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

amother

Tue, Jun 06 2023, 11:54 am

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.

amother

Navyblue

Tue, Jun 06 2023, 11:55 am

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?

amother

Tue, Jun 06 2023, 11:56 am

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.

amother

Tue, Jun 06 2023, 11:57 am

amother Carnation wrote:

Does he respond to the client at all?

From my understanding, no.

amother

Pistachio

Tue, Jun 06 2023, 11:57 am

Maybe they are old, expired tickets.

amother

Tue, Jun 06 2023, 11:58 am

amother Pistachio wrote:

Maybe they are old, expired tickets.

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.)

amother

Carnation

Tue, Jun 06 2023, 12:00 pm

amother OP wrote:

From my understanding, no.

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.

amother

Tue, Jun 06 2023, 12:00 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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