From 1 April we’re improving the way that you access the Quality team. We’re introducing Ticketing (Freshdesk) for you to log any quality assessment queries with us, and respond to us on quality issues. You may already be using Ticketing to access other teams within Citizens Advice.
What does this mean for you?
You’ll still be able to email us but you’ll also be able to use our new support portal https://citizensadvice.freshdesk.com.
The first time you use Ticketing you’ll need to register. Here’s a guide that shows you how to do that.
An overview guidance for Quality will be available here from 28 March. This Quality overview will have links to more specific guides for teams within the Quality team that you’ll be able to access.
If you have any problems accessing the system please contact support@citizensadvice.org.uk
Please ensure that you update your normal working days on your profile, so that we know when is the best time to contact you.
Why have we made the change?
The Tickeing system will give you better information about how your enquiry is being handled and let you feed back to us on whether you’re happy with the service we provide.
You’ll know when your enquiry has been received, when it’s been actioned and you’ll have access to real time information on our likely response time. You’ll be able to tell us how we’re doing and if the support or information we provided has helped you.
It will also enable us to:
focus on giving you the support that you need
have much better insight into the quality of service we’re providing
ensure greater consistency in our support
learn from the common issues you raise to help us develop our support offer going forward
provide you with relevant materials to meet your specific enquiry
If you have any queries please don’t hesitate to get in touch.
Kind regards
Rachel Clayton
Quality Manager