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. 


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