When viewing Customer Support tickets, a lot of the time, we will receive tickets that do not belong to us. When tickets come, whether it is a voicemail or whether it a complaint, the majority of tickets are automatically assigned to Customer Support. Our job is to identify which tickets belong to us and which tickets we have to assign to other departments.

To begin, always ensure you are viewing tickets that are OPEN TICKETS. Here are the steps to ensure you are looking in the right place.

1. Open your Freshdesk Dashboard, and click on "Dashboard"

2. You want to ensure that your filters are set to "All Products" and "Customer Support"

3. Once that is selected, click on the box where it says "Open"

4. Now ensure that the filters have been applied and the top left screen says "Open tickets"

Now that you are in the right place, let's explore some tickets. We receive tickets that could be for Technical Support, Services Deployment, and Accounting. It may get confusing at times because their tickets do come into our queue but there are certain indicators that will help.


Tickets that are for TECHNICAL SUPPORT

The following tickets are easy to recognize and you can automatically assign them to the TS team.

  • Quality Assurance
    • Sometimes we get requests which will ask us to provide quality assurance tests on some stores, this is for TS
  • Reporting
    • Sometimes we get requests to provide certain reporting to our customers, this is for TS
  • Call recordings from Fleet Manager that produce error code 500
    • This usually has to do with stores that are using BC (Canadian stores) - numbers starting with "1"
  • Voicemails that are labelled "4000"
    • TS team will be the ones to handle these types of voicemails, as per their request. DO NOT change any information for these tickets, they will be the ones to update the tickets. The Customer Support (CS) team only handles voicemails labelled "6000" instead.

  • Changing phone promos, phone scipts


Tickets that are for SERVICES DEPLOYMENT

The following tickets are easy to recognize and you can automatically assign them to the SD team. The SD team is responsible for providing services for franchisees for their stores.

  • Windstream
    • This is a phone provider 
  • Total Choice
    • This a service provider for phone lines for the stores
  • Crosswinds

  • VOIP
    • Stands for: voice-over IP
    • It uses internet phones instead of landlines (like 3CX)

  • Sometimes the requests are not really clear however, the customer is stating something along these lines: 
    • Needing help to identify what stores are using our services 

  • Questions/Issues with Porting

  • Activations


Tickets that are for ACCOUNTING

The following tickets are easy to recognize and you can automatically assign them to the ACC team.

  • When our customer is asking about billing information