Dear Daniel,
Thank you for contacting us. Your enquiry has been received and given a reference number.
Each category's priority and deadline is written down once and used every time.
Runs on every new ticket and every change to one.
| Ref | Category | Priority | Due |
|---|---|---|---|
| #48190 | Court correspondence | Urgent | Today |
| #48207 | Complaint | High | Thu 12 Nov |
| #48213 | Certificate request | High | Mon 23 Nov |
| #48216 | General question | Medium | Tue 24 Nov |
A ticket is due in 2 business days.
| Version | What changed | When |
|---|---|---|
| 1 | Enquiry and employment letter received | Mon 9 Nov, 4:53pm |
| 2 | Reply sent, certificate attached, closed | Fri 20 Nov, 11:10am |
He emails the address on the website
He sends his request to info@ with a copy of his new employment letter attached. A minute later he has a reply with a reference number, so he knows it has arrived and what to quote if he follows up.
It is sorted and given a deadline
Rules read who sent it and what it is about. A certificate request is high priority with a 10 business day deadline, so the ticket is due on Monday 23 November. Email from a court goes straight to the admissions team.
The regulator decides the categories, the priorities and the deadlines. The rules apply them the same way to every email, including the ones that arrive at 4:52pm on a Monday.
It is filed to Daniel's record
The sender’s email address is looked up in the member database to find Daniel’s record. The ticket and his attachment are saved into his folder in the records system, named and tagged for recordkeeping. If nobody matches, it goes to a general enquiries folder for the records team.
Her queue is in order of what is due
Helen starts the day with one list sorted by due date, not two inboxes sorted by arrival. She can see what is hers, what is urgent and what is close to its deadline.
A reminder before the deadline, not after
Certificate requests get reminders at 5 and 8 business days. Daniel’s has been waiting on a check from another team, so on day 8 the team manager is emailed with two business days still to go.
She answers and closes it
The check is back. Helen attaches the certificate, uses the team’s standard reply for certificate requests, and closes the ticket three days early. She does not file anything.
The record keeps itself up to date
Her reply and the certificate are added to the same record in Daniel’s folder, as a new version. The complete exchange is on his record without anyone dragging an email anywhere.