[Internal] Working Desk Tickets: Best Practices

[Internal] Working Desk Tickets: Best Practices

Introduction
This document provides best practices for working desk tickets. Desk tickets are automatically assigned to the Client’s Customer Care Representative.

Working a Ticket

  1. Each rep should read through their tickets periodically throughout the day to determine ticket priority.
  2. Priority is given to those tickets marked urgent or about to go live in a short time.
  3. Tickets with technical issues should be reviewed to see if a case needs to be created for technical support.
  4. Email clients, who are uploading videos, to remind them we are working on the upload and will follow up soon.
  5. Make sure client videos are uploaded within 1-3 days.
  6. Once a ticket has been received a timer starts. Our goal is to respond to all tickets within 48-72 hours. NOTE: when a ticket is On Hold the timer is also on hold
  7. Each day check your My On Hold Tickets to ensure they're being taken care of.

Assigning Ticket Status

  1. Once a ticket has been worked, assign it the correct status. If unsure how to do this, refer to support guide Disk Ticket: How to Change Status.
  1. Awaiting Customer Response Use after you have emailed the client and are awaiting their response. It could be you are waiting to clarify what they need or you just want to ensure they understood your response.
  2. Pending Technical Support Use when the client's request requires technical support. Be sure to notify the client that you have sent their request to technical support and will follow up with them. Inform the client that it may take up to 3 business days.
  3. Waiting to Close Use after a client's question has been answered. This gives them a 24-hour courtesy window to reply with more questions.
  4. Waiting for Internal Clarification Use when waiting for clarification from someone within Comevo. Make sure to notify the client that you are working on their request and will follow up with them.
  5. Videos (uploaded within 1-3 days) Use when client has sent multiple videos that may take some extra time to be uploaded. Remember to email the client that we are working to upload the video and it may take up to three business days

Closing a Ticket

  1. Notify a client before you close their ticket.
  2. When notifying a client, say something like this: Please let us know if there is anything else we can assist you with. I am going to close this ticket for now. To re-open, just reply to this email .
  3. If the client replies to the notification with a Thank You , deselect the green button to Disable Ticket Closure Notification before you close the ticket.

Other Issues

  1. For all other client replies, refer to the resource guide Split a Ticket.

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