Tickets are investigated carefully so they can be handled in the best and most efficient way possible. And so our reports, dashboards and metrics are pulling accurate data.
...
- All New and Unassigned tickets must be given a first response within 2 hours.
- Someone is typically assigned to monitoring the queue and assigning tickets as appropriate - otherwise, we recommend all agents check the Unassigned Queue every 20 mins.
Most tickets have specific processes you should follow, however below is an overview.
First update the essential ticket fields:
- Fill out the Assignee field with your name. You can do this by clicking on “Assign to me”
- Confirm that the "Reporter" field is field out filled with customer's contact details. (This may initially be listed as @goEverBright if the message was forwarded from a staff person). Note that some ticket types - like EverBright onboarding tickets do not include customer contact info, so always refer to the ticket's SOP for guidance.
- Ensure that the "Organization" field is filled out accordingly. In case the Organization can’t be entered, please go to Customers tab on JIRA and search for the Organization to find the right name, or add it if it isn’t added yet. If a channel partner, use the channel manager's name
- If related to EverBright financing, add "EB" to the "label field" on the right
- Check the "channel field" and make sure phone, email, or chat is selected - or select multiple channels if you needed to use a combination of channels to resolve the original request
- Add anyone who should be kept in the loop as a watcher (eyeball icon at the top right of the ticket)
- However, if account managers should be looped in, send them a message on slack or MS Teams. You may find the list of accounts and their managers in SalesForce or the support dashboard in QuickSight
Then determine the "Request Type." Here are 9 request types:
...
Important note about sending messages to customers:
- Comments will be shared with anyone listed in "Reporter" or "Request Participants" fields
- Any edits you make to your message after hitting 'send' won't be sent to the customer. So be sure to proofread first.
A ticket can be closed when:
...