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Support Process: Ticket Creation

Carla Reed
on 3/7/19, 3:18 PM 15 views

Here is the process to help create a ticket during your call.

Open a new ticket in Zoho Desk as you are picking up the call

Answering Script:
“Thank you for calling Luxer One, my name is {___}. May I start by getting the name of the apartment community you live in?” Follow the initial question by asking for their apartment number and the name on their account. “Thank you for providing this information. How may I assist you today?”

As you are asking how can we help: Paste email address into the ticket email field.

Did all of the information autofill?

Yes: Great! Add a subject line into the ticket and submit

No: As you are listening to the caller explain their issue, please add their account information into the ticket, add a subject line into the ticket and submit.

After listening to the resident’s complaint we should ask the following question: “Have you called us about this issue before?”

No: Follow existing steps to resolve the resident’s issue.
Yes: Search the resident’s email in Zoho desk under all departments to see if this issue is currently being worked on by another rep.

During the verification process, please take the time to add all of your internal notes & issue type into the ticket.

If this ticket requires Video Research: As you are explaining the video research process to the caller, please take the time to fill out the Video Research template.

Closing Script:

“Is there anything else I can do to assist you?” Once answered and resolved, respond with “Thank you for calling Luxer One and have a great day!”

As you are closing your call, please take the time to review your work and close your ticket.

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Asked: 3/7/19, 3:18 PM
Seen: 15 times
Last updated: 3/7/19, 3:18 PM