Introduction:= Each customer interaction should be converted to a ticket in Freshdesk. The ticket should be filled with specification upon the creation using the Enquiry field to classify each ticket. 

Scope: 

- All customer interaction must have a corresponding ticket. 

- If a customer contacted CS within the same day with the same inquiry and answered by the same CSO, interaction can be appended to the existing ticket.

-All Abandoned - Inbound and VM - Inbound tickets must have a corresponding Abandoned - OUtbound and VM Outbound ticket.

Maintenance: Quarterly

Owners:

Users

- Robobai Customer Support Team


Instruction:


Call:







Change the subject using the required format: 

LOB - Supplier Name - Issue




Go to ticket and fill out each category on the right following Standard Enquiries:




Chat:


Go to ticket and fill out each category on the right following Standard Enquiries:



Interactions that automatically create a ticket on FD:

  • Email
  • Abandoned call
  • Abandoned Chat
  • Voicemail


Merge Ticket: To link tickets for better tracking.

Create a new ticket and merge if: 

  • Different CSOs received the same enquiry/issue within the day
  • CSO received/made the same enquiry on a different day(e.g follow up)
    • Same day/agent/issue: Add note only



Tags: 

  • Inbound: Inbound call enquiry
  • Outbound: Outbound call enquiry
  • Chat: Chat enquiry through Freshchat
  • Email: Email enquiry 
  • Abandoned - Inbound: Abandoned call 
  • Abandoned - Outbound: Return call to Abandoned - Inbound  (should be merged to the ticket which was called back)
  • Voicemail - Inbound: Voicemail message
  • Voicemail - Outbound: Return call to Voicemail - Inbound  (should be merged to the ticket which was called back)

Important: 

  • Ticket subject line: LOB - Supplier Name - Issue

  • Ticket status should always be pending if there is an open SRLM ticket on Robobai service desk. Send two follow-up emails with 2 business days interval and provide a status update to the supplier. If SRLM ticket remains unresolved after two follow-ups, change the status to pending and follow-up will be on SRLM ticket on service desk every two business days and should reflect on notes the ticket on FD.

  • For pending tickets that are awaiting supplier’s response, send first follow up email within 24-48 hours, second follow up within 72 hours, if still, no response close the ticket.