Basic Ticket handling

Basic Ticket handling

Every Agent should follow some simple guidelines on how to respond to a customers ticket. This includes greeting and thanking the customer for contacting us. We also want to make sure that we address ALL of their concerns. If there are any questions or information that we need to request, please put the ticket in Status Pending.

Template for email reply:

Hello,

Thank you for contacting Franpos Technical Support Team.

%Your responce% 

Kind regards,
Agent Name
Technical Support Team
P| (408) 898-3217 ext. 2
E| support@franpos.com

All calls that we receives from our clients should be logged into Zoho as new ticket. If customer calls us regarding new issue every Agent should create new ticket using customers email address, where he need to explain what kind of issue customer hand and what did Agent do to resolve that issue. If issue not resolved you need mention that and work on it.

Template for phone call:

Hello,
That`s a follow up to our conversation.   

%Explain what issue or question customer had, and how you fixed it or responded to him. If issue is not resolved add what you find out and tell to the customer that we working on it%


Kind regards,
Agent Name
Technical Support Team
P| (408) 898-3217 ext. 2
E| support@franpos.com


 

Please note:

- If we create a Jira Ticket based on a reported bug etc., please always leave a note with a Link to that Jira Ticket in the internal notes of a Zendesk Ticket. 

- If we receive multiple tickets from one customer, we can merge tickets and resolve all of their issues at once. This will help resolve issues sooner, faster. 


    • Related Articles

    • Refund without ticket

      In this article, you will learn how to do a refund without a ticket.  Select the item that you want to refund Once this item is in your cart, tap on this item You will see an edit page Adjust the quantity to a negative value to refund the quantity ...

    • Ticket - Print Customer/Merchant Receipt

      In this training, you will learn how to print customer and merchant receipt from the franpos back-office. Access the tickets page in your back office. Select the ‘eyeball’ icon  Select the three dots on the left-hand side Choose either customer ...

    • Refund Transaction

      In this training, you will learn how to do a refund for a transaction. Select Ticket option Select a ticket or search for the ticket that you want to refund Click on that ticket and select vertical triple dots on top right corner Select ‘Make Refund’ ...

    • Remove Tips at the time of Refund

      This article helps you learn how to remove tips at the time of Refunding a Ticket/Order. If you do not want to refund the Tips but okay to refund the ticket/order please follow these steps.

    • Transaction on Hold

      In this training, you will learn how to put a transaction on hold & also completing the transaction. Add items to your basket Press ‘Pause’ tap Select ‘Ticket’ icon on top The ticket is highlighted red and pause is on Complete transaction from hold ...