Best Practice for Handling RF Desk Tickets
To ensure clear communication, accountability, and timely follow-up with RFs (Raving Fans), we are implementing a new best practice for managing RF Desk Tickets.
Effective date: September 25, 2025
Effective date: September 25, 2025
BEST PRACTICE:
1. Do NOT close or merge RF Desk Tickets until a response or acknowledgement has been given to the RF.
- Note: Do not close the ticket first then send a respond. Instead, respond first then close the ticket.
2. Response Timeframe:
- A response must be provided within 24 hours of receiving the Desk Ticket.
3. What qualifies as a response?
- Any acknowledgement showing the RF that their message was seen and is being acted upon.
- Example responses:
- “We’re on it!”
- “Please let me call the adjuster & find out.”
4. CRM Tasks & Desk Tickets:
- Even if a CRM Task is created to follow up with the RF, the Desk Ticket must remain OPEN (and not merged with the parent ticket) until the RF has received a response/acknowledgement.
EXAMPLES (Ticket Response):
WHY THIS MATTERS?
This practice ensures RFs feel heard, builds trust, and improves efficiency by preventing tickets from being prematurely closed before communication has occurred.
KEY TAKEAWAYS:
1. Always acknowledge RFs quickly (within 24 hours).
1. Always acknowledge RFs quickly (within 24 hours).
2. Never close or merge RF Desk Tickets without a response.
3. CRM follow-ups do not replace the need for an acknowledgement on the original Desk Ticket.
Related Articles
Desk Tickets Process
Latest update: 10/6/2025 - (please check yellow highlights for the latest update) Overview: This article outlines the process and steps for managing Unassigned Open Tickets in Desk to support our Deal Owners and to help move the claims faster: ...HIGHLIGHTING (HLX) and HANDLING REVISED ESTIMATE
Latest update: 10/24/2025 (please check yellow highlights for the latest update) Overview: This article provides an overview of the process for handling revised estimates and a step by step process required for reviewing, highlighting, and ...Handling an Additional Increase
What is an Additional Increase? An Additional Increase refers to an extra amount approved by insurance after the initial supplement has already been approved or billed. This typically happens when further negotiations result in additional items being ...Senior AMs' Preferred Approach to Handling Admin Tasks for Their Claims
Latest update: 09/19/2025 Overview: This article is designed to help admins know how Senior AMs would like the admin tasks on their be handled. What you need: Admin tasks assigned to Admin Tasks Pool by Sr. AMs Contents: I. Who are the Senior Account ...TASK and DESK TICKET MANAGEMENT
Task/Ticket Management: Unassigned Tickets: POCs for each cluster will monitor unassigned open tickets and assign them to appropriate deal owners. Abby and Gail will take turns in managing the unassigned tickets daily Look for the deal as stated in ...