Training Form Quiz - Ticket Etiquette

How to handle concerns from homeowners about their system installation Pre- PTOarchived

Which should be present in the description of all tickets?

Homeowner Name, Homeowner Address, Summary of Concern

When you receive an EBH ticket that requires you to follow up with the installer, do you link the tickets?

Yes

When you receive a HO concern that requires installer follow up, what do you do?

Respond to them within 2 hours of their concern: Hello [Customer Name], We have notated your concerns and we will be contacting your installer. I will follow up with you once I have connected with your installer. Regards, [Agent Name]. Then reach out to the installer adding the Account Manager as a request participant.

If the Installer is unresponsive after 3 days...

Follow up with the Installer. Notate your attempt as an internal comment. Example: 2/2 attempt

Which of these Request Types uses are incorrect?

None of the Above

Which are required on all tickets?

All of the Above: Summary/Ticket Name, Description, Request Types, Reporter, Organization, Support Channel

Which are situationally dependent on tickets?

Internal Comment: HO Phone Number and Email (Inbound calls), Labels, Request Participant

Review the following ticket. Select what is missing/incomplete/wrong on the ticket. https://goeverbright.atlassian.net/browse/STE-149

Request Type, Label (EB), Internal Comment, Organization, Support Channel, Request Participant

Review the following ticket. Select what is missing/incomplete/wrong on the ticket. https://goeverbright.atlassian.net/browse/STE-150

Organization, Request Participant

Review the following ticket. Select what is missing/incomplete/wrong on the ticket. https://goeverbright.atlassian.net/browse/STE-151

Request Type, Summary, Description