Embedded Files
Pupdate from Client: Clarification on Battery Not Charging tickets: We do not handle battery not holding charge/draining too fast. These should be escalated. We do handle battery charging too slow/not charging to 100%
Pupdate from Client: For those of you who flagged the red alert in Zendesk, it is a new feature:
Pupdate from Client: For those of you who flagged the red alert in Zendesk, it is a new feature:
Message-level alerts cannot be removed but agents can remove a ticket-level alert in the Agent Workspace by removing the "phishing_risk_zendesk" tag that Zendesk automatically added to the ticket.
Once you have verified nothing about the ticket is suspicious (the person is answering a question you asked, they are a customer etc)- Please see the steps below:
1. In the ticket, open the ticket properties panel.
2. In the Tags field, click the close box (x) for the phishing_risk_zendesk tag. Then submit the ticket to Open, Pending or Solved if need be to save the ticket update.
For additional information and to learn more about this, please check and review this article: https://support.zendesk.com/hc/en-us/articles/4538847988378
For additional information and to learn more about this, please check and review this article: https://support.zendesk.com/hc/en-us/articles/4538847988378
Pupdate from Client: For those of you who flagged the red alert in Zendesk, it is a new feature:
Pupdate from Client: For those of you who flagged the red alert in Zendesk, it is a new feature:
Message-level alerts cannot be removed but agents can remove a ticket-level alert in the Agent Workspace by removing the "phishing_risk_zendesk" tag that Zendesk automatically added to the ticket.
Once you have verified nothing about the ticket is suspicious (the person is answering a question you asked, they are a customer etc)- Please see the steps below:
1. In the ticket, open the ticket properties panel.
2. In the Tags field, click the close box (x) for the phishing_risk_zendesk tag. Then submit the ticket to Open, Pending or Solved if need be to save the ticket update.
For additional information and to learn more about this, please check and review this article: https://support.zendesk.com/hc/en-us/articles/4538847988378
For additional information and to learn more about this, please check and review this article: https://support.zendesk.com/hc/en-us/articles/4538847988378
Pupdate from Client: I worked on adding more information for you all around Ticket Tiering in Zendesk Settings, Apps + Triggers to Know. Added into this article is Requirements and Examples.
Pupdate from Client: I worked on adding more information for you all around Ticket Tiering in Zendesk Settings, Apps + Triggers to Know. Added into this article is Requirements and Examples.
One of the important main takeaways is: Tickets can change tiers. The last agent on the ticket needs to quickly review the entire ticket to determine what Tier the ticket is overall.
The ticket tiering table has been updated with more information around ticket tiering . You can find it here and it will be pinned to this channel if you ever need to refer to it! You all help with Tier 0 Tickets and Tier 1 Tickets and Arielle has been helping to guide you on when to re-tier if needed. Let us know if you have other questions around this!
0 - Answer in Help Center / Macro
The answer is in the help center, OR a Macro.
Does not require extra work outside of a macro or help center to answer the customer’s question.
Only 1-2 exchanges between a customer and an agent for the entirety of the ticket.
BPOs can help with Tier 0 tickets.
Examples of Tier 0 tickets:
Passing off to marketing or the Nano (Vet/Rescue/Breeder) team, nothing else we can help with.
Update subscription billing.
I was able to answer the customer by sending a help center article with specific steps.
I answered an easy pre-sale question regarding if the Fi Collar was an invisible fence using macro Presales::Invisible Fence.
A customer asked if Fi was available internationally. I sent the macro Presales::Feature Request::International Interest.
1 - Needs Agent, but canned process (Exchanges)
Any canned process, clearing chips, exchanges, warranties, etc.
BPOs can help with Tier 1.
Examples of Tier 1 Tickets:
I had to clear a chip for a dog that was returned to the shelter.
I had to set up an exchange for a customer.
The customer asked us to place the order for them.
The customer’s collar is offline. I used the “BPO - Collar Offline/Searching For Network Request” and asked them to reset their collar.
The customer was in warranty, and I set up an RMA for them.
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