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- Re-state any next steps (e.g. I'll create a ticket for this issue and someone will follow up), and ask customer if there is anything else to assist them with and if they are satisfied.
- Type !end or close the chat window, triggering an offering of sending the transcript and a satisfaction survey to be sent to the customer
- NEW: All chat transcripts will be sent to Jira after the interaction ends. Please process that ticket as follows
- Navigate to Service Desk and find the service desk ticket created
- Subject Line: Update the ticket subject line to be relevant to the question asked in the ticket
- Description: Update description to describe conversation and request
- Update "Job URL" with "The visitor was on this page:" value
- Phone Number: If phone number is provided, update in ticket
- Organization: Update the org of the person you chatted with
- Assignee: Assign ticket to yourself - or the appropriate Sighten team memberyourself
- EverBright: If the inquiry was related to an EB project or financial product, mark the ticket EverBright related
Resolution - LABEL FIELD with EB
- Resolution:
- If the ticket was resolved during your chat -
no need to - Do not add the customer as requestor nor include their email in request participant
- Ticket can be closed right away.
- Channel field should say chat only
- If the inquiry needs further follow up, further resolution:
- Add the customer's email as requestor
- Send the customer a note to let them know you're working on it and will respond when you have more info
- Channel field should reflect both chat and email
If a user leaves the page before you can create a ticket:
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