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Support Process: Assigning tickets to VR Needed

By
Carla Reed
on 3/25/19, 3:38 PM 14 views

Support Process: Assigning tickets to VR Needed


Before a ticket is moved to the VR Needed stage, select the Video Research tab beneath the ticket properties of your ticket. 

Please fill out all of the information on the left side panel

Once this information has been filled in, move this ticket into VR Needed status

Once this ticket has been moved the contact on this ticket will automatically be notified that the ticket has been moved to Video Research status. 


What if I don't have an access code or tracking number?

If you do not have this information, simply type N/A into the required field. 


What if I do not have the delivery time of the package?

You will need to get the delivery time for the caller in order to send your ticket to Video Research. The delivery time is crucial to the video research process. Our Video Research team will not be able to determine if a package was delivered to the system without this information. 


What if there is no pickup time for this package?

If you do not have a pickup time for a package, simply leave this line blank.


What if I do not have a package location because I am trying to determine if the delivery happened?

If you do not have this information, simply type N/A into the required field. 


Video Research Process Video

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Asked: 3/25/19, 3:38 PM
Seen: 14 times
Last updated: 3/25/19, 3:38 PM