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:
Each is tagged separately to make sure a 100% response rate to abandoned calls and voicemails.
- Abandoned - Inbound - Should be tagged as
- For call back
- Overdue - For admin use only.
- Voicemail - Inbound - Should be tagged as
- For call back
Outbound should use standard enquiries for ticket fields. Indicate following using "Tags" effective 27 April 2020.
- Abandoned - Outbound
- Voicemail - Outbound