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Support Process: When to create a Technical Support ticket

By
Carla Reed
on 2/7/19, 1:06 PM 23 views

 When to create a Technical Support ticket

When we are coordinating with T3 regarding technical issues at properties or retail stores, we want to ensure that we are creating and escalating tickets to T3 if need be. We don’t want to accidentally neglect technical issues by not creating a ticket when one should be created. Please find a brief guide below describing when you should create a ticket and escalate it to T3 and when it is unnecessary. The guide is exclusively for calls, tickets received from staff members that require technical support should be immediately moved from the T2 ticket pool to the T3 ticket pool.


When you should create a ticket for T3:

  • You receive a call from a staff member regarding a technical issue and you are unable to make contact with a T3 representative to ask them about the issue status (Such as when T3 representatives are all on calls, in their Level 10 meeting, or no one is responding in the Discord chat)

  • You receive a call from a staff member regarding a technical issue and you speak with a T3 representative regarding the issue, but the T3 representative is unable to immediately resolve the issue while you have the staff member on the phone

  • You receive a call from a staff member regarding a technical issue and a T3 representative requests that you create a ticket

When you should not create a ticket for T3:

  • You receive a call from a staff member regarding a technical issue and either a Supervisor or T3 representative tells you that a T3 ticket is already open regarding the same issue

  • You receive a call from a staff member regarding a technical issue and a T3 representative is able to immediately resolve the issue while you have the staff member on the phone

  • You receive a call from a staff member regarding a technical issue and a T3 representative is available to have the call directly transferred to them. (Please get verbal confirmation from the T3 representative that the call was successfully transferred)

How to view existing tickets that are in the T3 queue:

  • Using a separate browser - one you do not use to complete tickets -  go to Zoho Desk

  • Once at the website you will be asked for login information, please use the information below.

  • You can select to view Technical Support - T3 in the top right corner, this will give you a view of all open cases for T3.

  • Using the search feature you can search by property name to check for existing tickets


Login Credentials:
Email: support@luxerone.com
Password: ae$hdG1nf6t


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Asked: 2/7/19, 1:06 PM
Seen: 23 times
Last updated: 2/7/19, 1:06 PM