Below are scenarios for tickets and how to action them. For ALL tickets, the first thing you should do is acknowledge that you are looking into the matter, and will follow up with details shortly.



TABLE OF CONTENTS


Complaints

There are quite a few different complaint scenarios where some are agent related, and some are just due to lack of knowledge on how the system works. 

From an investigation perspective, it is best to assume the agent is guilty until proven innocent. Your goal should be to provide the client with accurate and unbiased details of the call. These are the steps to follow at the start of the review.


  • 'Adding review notes to a ticket'. This is internal and will not be shared with the client. Ensure you add all reviewed details, including screenshots and recordings if needed to back up your statement.
  • Send out an escalation email if needed.
  • Reply to the client with a recap of your findings. Details such as agent name and such is to remain internal, but screenshots and call recordings can be provided.


Wrong Or Incomplete Address For Delivery Order

This can be an agent making a mistake, or a customer making a mistake. It is our duty to identify who is responsible and provide feedback.


  • Look up the customer phone number in AWS Connect. Follow this guide if you are not sure how to locate a call.
  • Click on the contact ID. Do not click on the arrow as pertinent information is needed from the new page that is not available on the search page. If there are multiple calls on the search page, skim through them to find the call that correlates with the complaint. 
  • As you are listening to the call, google the address as the customer recites it to see if the agent may have spelled the street name wrong. 
  • If the agent misunderstood and typed a different address, did they validate with Google? Check their desktop video.


Order Not Received At The Store

There are times where a store may report they did not receive a customer's order. There are quite a few different reasons this may happen.

  1. Customer placed the order themselves on the OLO but did not complete the purchase due to the amount exceeding the cash threshold (and they do not have, or do not want to use a credit card), but they think it was.
  2. Same as above but placed with an agent.
  3. Customer thought the last step was entering their credit card information in the secure payment IVR and hung up before the order was placed.
  4. Customer called and placed their order for a different store or agent placed a customer's order to the wrong store.
  5. Agent could not complete the order but failed to notify the customer or falsely advised it was completed.
  6. Customer made a special request and was transferred to the store, but customer hung up.


  • Look up the customer phone number in AWS Connect. Follow this guide if you are not sure how to locate a call.
  • Click on the contact ID. Do not click on the arrow as pertinent information is needed from the new page that is not available on the search page. If there are multiple calls on the search page, skim through them to find the call that correlates with the complaint.
  • Identify if there was an issue with placing the customer's order, or if the agent followed process by transferring the customer to the store for any reasons listed above. If you cannot identify an issue with the call recording, check the agent's desktop video.
  • Escalate issue as needed, and reply to the customer.


Wrong Toppings


Not accepting Credit Cards




Dashboard Reporting Requests

PING Dashboard is a system that provides franchisees an overview of their store's performance while employing PING to take orders.


From time to time, they may send a request to add users to their dashboard, or they may send an email advising they are experiencing issues when attempting to view their dashboard. Below is the process for both scenarios.


Add User

To add a user to a franchisee's dashboard, perform the following.

  • Open the PING agent users spreadsheet
  • Search for the user's email address on the Ping Agent Users sheet to confirm they currently do not have an account.
  • After confirming, select the New to add sheet.
  • Enter the new user's name, email and fleet information.
  • Click forward on the request enter marcus.walenkamp@arria.com in the To: field
  • Click CC and enter alaric.nel@nusutus.com in the CC: field
  • Copy the following into the body if the email;


Hello Marcus,


Can you please add [New User's Name] to the [Fleet ID]'s dashboard? They have been added to the New To Add sheet.


FleetFirst Name Last NameEmail





  • Send forwarded request.
  • Reply to the requestor using the Reports: New PING Dashboard User - Reply


Dashboard Issue

When a user experiences a dashboard error/issue, we need them to try a few troubleshooting steps before we escalate to the development team for investigation. Please use the Reports: ID/URL Error Troubleshooting canned response.


If the user writes back that they tried the steps and the issue persists, perform the following.

  • Click forward on the request enter pradeep.vattikuti@arria.com in the To: field
  • Click CC and enter alaric.nel@nusutus.com in the CC: field
  • Copy the following into the body if the email;


Hello Pradeep,


Can you please review the following error for [email address]? They are experiencing [issue].

[screenshot of issue]


  • Send forwarded request
  • Reply to the requestor that we have escalated the issue to the development team and will update them once it has been resolved.



Call Recording Requests

From time to time, we will get a request for a recording without much detail. We should treat this as a complaint report and review it internally before sending the call over.


  • 'Adding review notes to a ticket'. This is internal and will not be shared with the client. Ensure you add all reviewed details, including screenshots and recordings if needed to back up your statement.
  • Send out an escalation email if needed.
  • Reply to the client with a recap of your findings. Details such as agent name and such is to remain internal, but screenshots and call recordings can be provided.



Store Phone System Support

We support most stores' phone systems. If a ticket comes in where the store has a request, or are experiencing issues, this should be sent over to the Technical Support group, and post a message in 'Ping Agent Chat' advising the ticket was moved to TS.


  • To assign a ticket to another group, click group and select Technical Support, then click update. Note: Some fields may need to be populated before the ticket can be assigned. Make sure to update them or the ticket will not assign to the correct group.