Create a ticket in powercode for all calls.
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.
Do not close any tickets until resolved or until 3 unsuccessful attempts to contact the customer back (2 by phone, 1 by email)
Every employee should be able to pick up where the last person left off on any account, at any time. 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.
Who Called
All tickets should be started with who called. E.g “Cust called/Called cust”
Why
An entry of why the call was placed must be included. E.g “No connection”
What Was Discussed
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
How was the call/correspondence resolved. E.g “after reboot, customer was connected” “confirmation #xxxxx”
When
Any dates pertaining to any action to be taken on the account. E.g “Disconnect/ Install scheduled xx/xx”
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
UTOPIA Installs- If an order comes in for fiber label it for UTOPIA and the activation date. E.g UTOPIA xx/xx