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BYU PATHWAY WORLDWIDE
Correctly Redirecting Tickets to Queues
Correctly Redirecting Tickets to Queues
By default, always use the "Send Ticket To" field when directing tickets to a different queue.
Only use the "Add to Queue" option when you cannot find the Team on the Send Ticket To field.
Importance of Using "Send Ticket To"
Importance of Using "Send Ticket To"
There are multiple queues in the CRM, and some are not currently in use. Accidentally sending a ticket to the wrong queue can cause delays and mismanagement.
To ensure tickets are sent to the correct queues, always use the "Send Ticket To" field.
This field will not only send this ticket to the correct queue but will also update the ticket information.
When you've saved, you will have the Team and the Queue, when you refresh, it will update the information on the ticket.
That way, we're making sure that we're sending the tickets to the right queues.
How to close duplicate tickets
NEW PROCEDURE When closing a duplicate ticket:
Set student visibility on the ticket you are closing to “No”
Students won't get a notification that we are closing a duplicate ticket
Make sure you change the "Student Ticket Visibility" to "No" before closing the duplicate ticket
You or the person who is working on the original ticket should let the student know that a duplicate ticket will be closed (It's better if the person who is working on the original ticket does it)
Example: "We saw you have a duplicate ticket. I am going to keep working on your original ticket and the duplicate ticket will be closed..."
Make a note in the oldest/original ticket and make sure all information from the new ticket is included
Leave a detailed note in the original ticket stating that you've closed a duplicate ticket
Message the owner of the original ticket to tell them that you have closed the duplicate ticket and added new information
Leave the owner of the original ticket a message on Teams.
Example: "Hey, just so you know, there was a duplicate ticket. I closed it. If you want to let the student know you can."
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