Ticketing Procedures

Create a ticket in Powercode for all calls.

Click ADD next to Tickets

Summary - Name of caller - issue (if Fiber sales = Intellipop Fiber)

Problem - Summary of the call. Be sure to be detailed in your notes, i.e for speedtests how was this done, bypassed? or on a wireless link?. It is also important to note if a customer is upset or angry. We can usually do things to make the situation better for a customer, but only if we know they aren't happy. You don't need to write a novel, but don't leave out key details either.

Put the length of the call in the ticket notes at the end

EXAMPLE

• Customer is calling to make a payment
• I verified the details on the account
• I processed a payment of $49.95 with the card ending in XXXX
• Call Time: 1:39

Click Next,

User - GTC

Group - Best Fit

Category - Best Fit

Type - Best Fit

Click Submit Ticket.

NEVER CLOSE OR RESOLVE TICKETS

All calls are reviewed by an administrative manager for quality. Tickets marked as closed or resolved when setting up the new ticket will not show in the active tickets for review. Tickets not closed by administration are subject to disciplinary action.