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Fetch uses ZenDesk for customer support tickets. Tickets can be either Internal or External depending on what type of issue they are addressing. During your shift, ZenDesk should always be open and visible so you are able to respond to tickets like Emergency Call Back requests as soon as possible.
External Tickets
External Tickets
External tickets are used to communicate with or address issues with someone outside of Fetch. These tickets can be with current customers, potential customers, or Fetch partners.
Internal Tickets
Internal Tickets
These are tickets that Fetch uses to track maintenance, engineering, or partner issues. They are not sent to any external parties, meaning no one without a Fetch email address should be copied on these.
Watch these videos to help you get set up with ZenDesk
Watch these videos to help you get set up with ZenDesk
ZenDesk Overview - 11 minutes
ZenDesk Support for Agents - 60 minutes
Partner Support
Partner Support
Partner Inquiries
Questions about onboarding
Vehicle eligibility questions
Liaison between Digisure/Partner
Works with Partner to obtain missing Information needed for vehicle/partner approval
Partner sign up Issues
Changing vehicle Information
Direct partner payout questions by CCing partner-payouts@fetchtruck.com
Liason between partner & other departments (marketing, engineering, hardware)
Assistance with any questions or concerns prior to partner vehicle listing
Customer Support
Customer Support
Assist with reported damage (providing claims Info, charging appropriate customer)
Process charges from damage/cleanliness as reported by partner (and Included on payout sheet)
Act as liaison between customer & partner when vehicle Issues occur (cleanliness, damage etc)
Act as liason between customer & partner when vehicle will be unavailable and reservation must be moved
Processes Partner Reservation Cancellation fees (as appropriate)
Unlist/add calendar block when appropriate (reported Issues)
Sending Initial partner support question macros & assigning to partner support/inquiries (device return, general Inquiry, partner payout etc)
Customer & Partner Support
Customer & Partner Support
SLA First Response Time: Under 2 Hours (during open hours of operation)
SLA First Response Time: Under 2 Hours (during open hours of operation)
Clear and effective communication to the partner on who will be able to assist them and when they should expect a follow up response
Provide Partner Help site as first line of Information while working to assist partner & escalating as needed
Combines (merges) related tickets to provide a clear view of customer or partner request
Provides clear and concise Internal notes on related tickets
Utilizes ticket status correctly
Unanswered (customer/partner has not been responded to)
In progress (customer/partner has been responded to, but question or concern has not been resolved)
Info Requested (We have requested further Information from the customer/partner and Is needed to address their concern)
Utilizes ticket group & assignee appropriately
Certain macros will assign specific "groups" but if a macro Is not used- tickets should be assigned to the appropriate department (support or partner support)
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