Create a ticket in powercode for every call. DO NOT CLOSE TICKETS

• Click ADD next to Tickets
• Summary - Issue/Concern
• Problem - Summary of the call
• Click Next,
• User - Technical Support
• Group - General
• Category - Best Fit
• Type - Best Fit
• Click Submit Ticket.

The goal of a ticket is to document an issue, record your actions and leave clear instructions for the next agent to follow. Anyone reading a ticket should be able to easily pick up where the last person left off. All entries should be clear and contain all pertinent information relating to that account from conversations, correspondence, dates for action to be taken or any work that has been done.

All tickets must contain the following information.

1. Who is calling
2. What they are calling about
3. What steps did you take to resolve their issue
4. What are the next steps

Who Called

All tickets should be started with who called. E.g “Cust called/Called cust”

What they are calling about

An entry of why the call was placed must be included. E.g “No connection”

What steps did you take to resolve their issue?

All information regarding the account in the conversation should be documented. If it has anything to do with our service or their related equipment, it should be documented. E.g “customer rebooted router”

How was the call/correspondence resolved. E.g “after reboot, customer was connected” “confirmation #xxxxx”

What are the next steps

Any dates pertaining to any action to be taken on the account. E.g “Disconnect/ Install scheduled xx/xx”. Or “Resolved”, pending customer interaction, escalated, etc

Ticket follow up dates in Powercode are required for installs and service calls waiting for completion.

Ticket tags are to organize tickets and help move through tickets in an organized priority. All tags are to be uniformly used and labeled. Not all tickets need a tag. If it is not useful to the organization and follow up, leave it blank.

Timed follow up- If a customer needs to be called at a specific time window label the ticket for a call and the time, E.g Call after 5, Call 1-3p

Unresolved issue follow up- For issues that have not been resolved, follow up should be done every other day. E.g f/u xx/xx

Resolution Follow up- All customer follow up should be done 2 business days after resolution. i.e If a service call is completed on the 15th, the ticket should be labeled to call to follow up should be placed on the 17th, or the following Monday if the timeline places the call on the weekend. E.g Service f/u xx/xx

Installation Follow up- All customer follow up should be done 3 business days (or the following Monday if that places the call on the weekend) after the installation has been completed. E.g Installation f/u xx/xx

Individual assignment- If a specific person is working on a specialized issue, label the ticket for that person. This way people will know who is taking lead on that ticket. E.g Connor f/u

Need to go back to the phone call tree click here Inbound Call

Need to Escalate this issue click here for help Escalation Procdeure