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This covers all questions about software navigation, features, usage, as well as all other inquiries that don’t fit into other categories. As a rule of thumb, if a ticket is yet to be categorized; meaning, if the request is vague or does not fall under any of the request types, it may first be categorized under General Inquiry. This can then be updated later on.

Here are other tickets that should be categorized under General Inquiry, as well as how they should be handled:

1. Jordan Chriss or Mercedes Davis should be slacked for all sales inquiries from potential customers   Current customers can be looked up here

2. General Training questions. These should be answered by support and training materials should be given alternatively, they can sign up for training here.