Introduction - Robobai customer support fills a specific enquiry field to classify each ticket in Freshdesk upon the creation of a ticket.

Scope: All tickets should be classified according to the guidelines below.

Maintenance: Quarterly

Owners:

Users

- Robobai Customer Support Team


Description and guidelines:


Form Issue

  • Not able to complete form - The supplier enquires how to complete the form including details they need to put on the form(s).
  • Document Upload Issue - The supplier is not able to upload documents.
  • Not able to save - The supplier is not able to save the form(s) after filling out.
  • Form not applicable - The supplier advises that the form(s) they have is not applicable to their company.
  • Form filling enquiry - General question on how to fill-up the form(s)


Risk Category

  • Risk Pillar - The supplier enquires about risk assessment
    • Probed - The assessment was explained to the supplier and the supplier agreed.
    • Changed - The supplier's claim is valid and the request is approved by Robobai and/or Ingham's.