If this is an Urgent Reschedule, directly message your Team Lead within your Team’s space.
If a scheduling is needed, for either internal or external with the client, tag your Team Lead to the ticket, but leave yourself as the owner, including escalations. The Team Lead will redirect to the point of escalation and remove you from the ticket.
New Ticket Scheduling:
New Request: Update the user with the available time slot for scheduling (confirm in Bookings) via email/ticket response. Have them notify you if that time does not work.
New Incident: It depends on the ticket, but try to prioritize a phone call and an email for a majority of incidents to confirm urgency and schedule.
Triage “Scheduling”:
When a ticket which is not a P1 is incoming and needs to be triaged, please convert to an incident or a request and assign to the “Service Coordination” group; make sure there is no owner assigned to it.