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. STE-149 - Getting issue details... STATUS
Request Type, Label (EB), Internal Comment, Organization, Support Channel, Request Participant
Review the following ticket. Select what is missing/incomplete/wrong on the ticket. STE-150 - Getting issue details... STATUS
Organization, Request Participant
Review the following ticket. Select what is missing/incomplete/wrong on the ticket. STE-151 - Getting issue details... STATUS
Request Type, Summary, Description