Embedded Files
If a customer calls in and the Fetch support phone lines are busy, the caller can choose to request a call back from us. The call back requests come to the support team as ZenDesk tickets and include a recording from the customer. There are two types of call back requests, "Customer Support Emergency" or "Information Callback". Customer Support Emergencies will be automatically escalated.
Informational Callback Requests
Informational Callback Requests
Informational callback requests should receive a callback within 2 hours.
When an Informational Callback request ticket comes into ZenDesk follow this process
"Claim" the ZenDesk ticket to signal to the rest of the team that you are working on the ticket
Give the customer a call back to address their concerns or answer their questions
Create an internal note on the ZenDesk ticket detailing the steps you took to address the situation
Update the ticket's status, if you have answered all questions or helped the customer in the way they need, you can change the ticket to "solved"
Report abuse