Loops
When it needs a person, it needs one name.
A Loop (a complaint with a named owner and a due date) is not a helpdesk ticket. Who owns it, what the customer actually said, and what happens next. The fix is verified before the Loop closes.
Two-way sync with a CRM is later. Email-in is later too. Surveys that open a Loop automatically are later with Feedback.
- Owner, stage and channel on every Loop
- The customer's own words in the widest column
- One next step, instead of a status that means nothing
- Verified before close; named ownership when a person must finish the work