Procedure objectives

• Standardize the teams approach to tickets so everyone is working with the same system and priorities

• Reduce double handling of tickets and save time spent manually assigning tickets

• Increase average First Response Time which will increase client satisfaction

• Evenly and fairly distribute incoming tickets across all staff members

• Addressing customers issues from the one that has not received an update from an agent for the longest time

Task Prioritization

• Incoming calls & live chats
• Calling back voicemails/missed calls
• Open Tickets
• Personal tickets 

Obviously, there are exceptions to every rule. This process is designed as a framework and requires representatives to take initiative and responsibility. 

Ticket View & Selection

1. Select the Ticket View ‘All - Open Tickets’ by clicking this button in the top left corner and selecting the view from the list
   
   
   
   

2. In the ‘Sort by’ select ‘Last modified’ and ‘Descending’
   
   
   
   

3. Scroll to the bottom of the ticket list and select the last page number available in the example below this would be number 5
   
   
   
   

4. Select the very last ticket at the bottom of the list - This is the ticket that has not had an attention from an agent for the longest time so requires our attention the most. 

• By working from the bottom of the last page you will be able to see you progress up the page instead of working on a never reducing page of tickets.

      Don’t skip to tickets that may be easier to resolve and cherry pick through the tickets, doing this negates the                 function of this process and makes your workflow less efficient.

Processing a Ticket

1. Open the bottom ticket in the list and immediately assign the ticket to yourself if not already assigned to an agent

   • This will reduce any confusion or issues where two people start working on the same ticket

2. Read the ticket

3. Change subject of ticket to “Product | Type | Issue” format
       E.g. Dr Pen A6 | Troubleshooting | Won’t Turn On
   

• This becomes the subject line of the email the customer receives as a response so looks more professional to standardize 

4. Edit and fix ‘Contact Details’

   • Check if there is more than one ‘Contact’ and merge the contacts together wherever possible

   • Once there is a single contact for the customer, fix up their details so their name is displayed correctly etc. 

   • If no contacts to merge then just make sure their Contact Details are tidy

5. To respond to the customer hit ‘Reply’

   • Can also add notes for calls

6. Change the ticket Properties 

   • Make sure that it is placed into the correct status so it is no longer in Open

   • Please set the Brand as moving forward this is going to be important

7. Hit “Update” to save changes made to ticket properties

8. Once you have gone as far as you can with a ticket go back to the same Ticket View and select the next one from the list

9. Repeat this process until all tickets have been responded to and are out of the Open queue

Notes on Process

• Don’t stress if you don’t know how to do the ticket, one of the objectives of this process is to allocate work out evenly. Ask for help.

  • By spreading the workload this way you’ll get the chance to upskill and learn new things in a practical setting

  • If everyone gets the opportunity to experience all of the different roles then over time we’ll become stronger as a team and rely less on individuals.

• This process evenly distributes the new workload as someone working on 10 one minute tickets is still doing the same amount of work as someone that is doing one 10 minute tickets

  • One-minute tickets are usually simple issues that don’t require ongoing responses with the client.