Submitting ticket 'Pending Support'

When you are facing a technical issue, a product feature request, or there is something wrong with customers' orders that cannot be resolved on your own, you will need to set your ticket to "Pending Support" to have the Technical Support Team look into it. This article explains how to set your ticket to "Pending Support“. And it includes three main parts, make sure you check all of them carefully:

Prerequisites
Steps
Requirements for filling in templates

Prerequisites

1. For technical issues: You need to search in the Knowledge Base first to see whether there is a resolution plan already or not;

2. For Order Checking/Refund issues: Refer to Order Checking / Refund Pending Support Process

3. For Feature Suggestions: Refer to the table below to see whether you should submit them to the technicians or not;

4. For Order issues: Submit to the product line that the orders belong to, and refer to the table below to see whether you should submit to technicians or not.

Technical Issues: Check if it falls within the scope below in which you do not need to submit it to the technicians.

Type

Scenario

Handling Suggestions

Should Not

1) Basic product knowledge: The core functionality of the product includes basic operations, visible interface functions, and other fundamental features.

Refer to the corresponding FAQ, use the product and other available resources

2) There are already clear FAQs available.

Refer to the corresponding FAQ

3) Product functionalities and issues that have been addressed through training, team information synchronization, release synchronization solutions, etc.

Refer to the corresponding FAQ, use the product and other available resources

4) Technical issues related to product maintenance are not supported.

Refer to the corresponding FAQ 

https://wondershare.zendesk.com/hc/en-us/articles/900006211246 

5) Technical issues related to very outdated versions of the product are not supported.

Refer to the corresponding FAQ

6) Marketing-related issues, including but not limited to:

a. Website error messages.
b. Consultation or questions regarding marketing and operational activities.
c. Collaboration information for individuals, agents, influencers, etc.
d. Complaints, criticism, threats, compensation claims, or other issues related to operational strategies (such as paid upgrades, forced upgrades, disabled features, etc.).

Refer to the corresponding FAQ first https://wondershare.zendesk.com/hc/en-us/articles/4408400695449 

in case of special circumstances, transfer to the internal team

7) Common issues, including but not limited to:

a. Basic authorization issues.

b. Purchasing the wrong item and requesting a refund.
c. Refund requests.
d. Applying for discount links.
e. Order synchronization.
f. Basic operations for unsubscribing.
g. Basic operations for changing email. 

h. Basic operations for deleting account.
i. Basic operations for modifying or obtaining invoices.
j. Business issues.
k. Feedback regarding pirated/fake products.
l. Payment failures with clear errors.

Refer to the corresponding FAQ first; in case of special circumstances, transfer to the internal team

Feature Request

Type

Scenario

Handling Suggestions

Should

1) Features that are not being supported currently;

2) Devices or systems that are not being supported currently, mainly about the new operating system, devices, iOS product version, etc;

3) Improvement suggestions for the existing features;

4) Product UI interface and popups;

5) Other functions that are not user-friendly

Should Not

1) Unmaintained product requirements

Refer to the corresponding FAQ 

https://wondershare.zendesk.com/hc/en-us/articles/900006211246 

2) Requirements for older versions of the product

Refer to the corresponding FAQ

3) Devices, systems, etc. that do not meet the minimum requirements running the product

Explain to user

4) Clearly rejected requirements

Refer to the corresponding FAQ

5) Requirements for marketing websites

Refer to the corresponding FAQ first https://wondershare.zendesk.com/hc/en-us/articles/4408400695449 

in case of special circumstances, transfer to the internal team

6) Company policies, standards, and policies, including but not limited to license policies, refund policies, etc.

Transfer to the internal team

7) Requirements for internal systems used by the company, including but not limited to UMS/TMS/Zendesk, etc.

Transfer to the internal team

Order Issues

Should

1) No renewal notification, confirmation email received;(Make sure you checked it in UMS Email Sent Record already)

2) Failure to obtain Invoice;

Should Not

1) Order Checking( refer to Order Checking / Refund Pending Support Process)

2) Request for Refund manually (refer to Order Checking / Refund Pending Support Process)

3) Unsure whether the order can be refunded or not; (Ask for help from your TLs or SV)

Steps

1. Reply to the customer to let him know that the issue is being worked on.

2. If the issue belongs to Technical Issues, search "Creativity-Pending Support", "Productivity-Pending Support" or "Utility-Pending Support" in Macro according to the product line of your ticket.

The template is as follows:

*1.[Product Name and Version]：
*2.[Issue Description]：
*3.[Issue frequency]：
*4.[Attachments related to the issue]：
*5.[Troubleshooting you've made and how did it go]：
*6.[Have you tried to search for resolution in KB] (Required)：
*7.[FAQ Keywords or Link] (Required)：
*8.[Requester Email or Order]：

3. If the issue belongs to Feature Suggestions, search Creativity Suggestion-Pending Support"， “Utility Suggestion-Pending Support" or ”Productivity Suggestion-Pending Support" in Macro according to the product line of your ticket.

The template is as follows:

*1.[Product Name and Version]：
*2.[ User Group]：
（Understand the industry/field that users are engaged in and their usage background）
*3.[Suggestion Description]：
(Preferably including screenshots or screen recordings for a better understanding)
*4.[Pain Points]：
（Negative experiences resulting from lacking of this functionality ）
*5.[Usage Frequency]：
(e.g. daily, weekly, monthly, etc.)
*6.[Reference Examples]：
（Reference features of competitor, website or video introductions, etc. ）
*7.[Alternative Solutions]：
（Collect alternative solutions if available.）
*8.[FAQ Keywords or Link]：
*9.[Requester Email ]：

4. A child ticket window will be generated, complete the required information and click Send.

5. As the ticket is possible to be routed to other agents, click "follow" to receive notifications for the updates to the ticket to understand what's the resolution so as to increase your product knowledge.

6. The child ticket will be assigned to the Technical Team. Once they have checked the issue they will reply to the child ticket. You will see a number and a little blue dot beside your side conversation once the Technical Team has replied.

Before sending a reply to your customer, always check if there are any replies from the Technical Team first.

7. If you have collected more information and need to submit it to the Technicians again, there is no need to create a new child ticket, you just need to click on the existing child ticket and send your reply.

For more information, refer to Handling Process for tickets with replies from Side Conversation.

8. Closed-loop requirements for Side-conversation ticket:

• If users clearly confirmed that the resolution provided by our technicians solved the issue, you only need:

• 1. Reply to the side-conversation ticket:The issue has been solved by our solution. （Required）

  2. Click "Mark done" on the corresponding side conversation ticket to close it. （optional）

• If users are not willing to cooperate to do further troubleshooting and asked for a refund. After you have processed the refund for them and replied to users, you also need to:

• 1. Reply to the side-conversation ticket: Refund has been processed for users.  （Required）

  2. And then click "Mark done" to close this side-conversation ticket. （optional）

• If users replied that they found other solutions themselves, and 

  • • if users shared their solutions, you need to 

• • 1. Reply to the side-conversation ticket: Briefly describe the user's solution. （Required）

    2. And then click "Mark done" to close this side-conversation ticket. （optional）

• • • if Users did not share their solutions, you need to 

• • 1. Reply to the side-conversation ticket: Users have solved the issue themselves （Required）

    2. And then click "Mark done" to close this side-conversation ticket.  （optional）

Requirements for filling in templates

1. For Technical Issues.

*1.[Product Name and Version]：Normally the product name and version will be called from the parent ticket automatically. If it is not called automatically, you need to manually add the product name, platform, version, etc. For example, MindMaster mac V6.5.7.
*2.[Issue Description]： Precisely states what issue customers encountered, and include customer's original descriptions. Specify which function is abnormal and describe the customer's problem and operation steps clearly using text, screenshots, or videos. If there are multiple problems, please number them.

*3.[Issue frequency] Confirm with the customer the frequency of the problem (must occur, high probability, low probability, reproducible, non-recurring). Especially for online customers, the agent can ask about the frequency of issues that happen. If it is an email customer, the agent can test and try it yourself first to verify if it will recur and then make a note of the result.
*4.[Attachments related to the suggestion]：​

Note: Before submitting for support, you must:

① Verify the validity of the collected information.
② Verify the accuracy of the collected information.

Especially when users send us the Google Drive download link or other net drive download link of the videos or other files, you must click the link to see if it can be opened. You also have to check whether the files are accessible, and check whether the user has provided the correct and complete file.

If the link provided by the user is invalid, restricted to access as shown in the picture below, or the files are incorrect and incomplete, you need to ask the user to check and provide the correct and valid files and link again.  

③ Collect the required information as requested:

• • • Information collecting list for PDFelement technical issues

    • Information collecting list for FilmoraGo technical issues

    • Information collecting list for Filmora technical issues

    • Information collecting list for Dr.Fone, MobileTrans, TunesGo technical issues

    • Information collecting list for UniConverter technical issues

    • Information collecting list for Recoverit technical issues

*5.[Troubleshooting you've made and how did it go]: Troubleshooting steps you've provided to users and how it goes
*6.[Have you tried to search for resolution in KB]: Yes or NO, must select one answer.
*7.[FAQ Keywords or Link]: If you tried to search FAQ, fill in the keyword when you were searching or the link of the FAQ that you found.
*8.[Requester Email or Order]: Usually, it will automatically call the email address that users used to submit the ticket (contact email) from the parent ticket. However, sometimes this email address is not the customer's purchased orders email address. In this case, please fill in the correct purchased email address or the order number. In particular, it must be filled in for abnormal authorization technical problems.

2. For Feature Suggestions.

*1.[Product Name and Version]： (Usually it will automatically call the product name and version in the parent ticket. If not, you need to fill in the product name, platform, and version information. For example, Filmora Win V12.1.18)
*2.[User Group]: (For the R&D team to understand the industry/field that users are engaged in and usage background)
*3.[Suggestion Description]：

(It is best to attach screenshots or screen recording information, and then collect the necessary information according to the suggestion types:

• Features not supported currently: Must collect detailed usage scenarios.

• Devices/System not supported currently: Must collect detailed device brand model, system version, etc.

• Improvements on the existing features: Must describe the operation of a specific function.

• Suggestions on UI or prompt information: Must clarify specific demand points, such as color, missing certain functions, easy to misunderstand, etc.

• Operations caused bad user experience: Must point out the specific difficulties when using the products. Words such as "difficult to use" and "difficult to use" cannot be used to summarize.

• Make sure to collect the information as required:

Filmora Product Suggestion Collection
PDFelement Product Suggestion Collection
UniConverter/AniSmall/Media.io Product Suggestion Collection
EdrawMax/EdrawMind Product Suggestion Collection
MobileTrans/Dr.Fone/FamiSafe Product Suggestion Collection
Recoverit/Repairit/UBackit Product Suggestion Collection

*4.[Pain Points]： (Negative experiences resulting from lacking this functionality) 
*5.[Usage Frequency]：(e.g. daily, weekly, monthly, etc.)
*6.[Reference Examples]：(Reference features of competitors' software, website, video introductions, etc.
*7.[Alternative Solutions]：(Collect alternative solutions if available.）
*8.[FAQ Keywords or Link]:
*9.[User email]: (Usually it will automatically call the user email from the parent ticket.） 

3. Special scenario： The user reported multiple issues, including both technical issues and features suggestion

In this case, you need to submit only one pending support by using the macro "Creativity-Pending Support", "Productivity-Pending Support" or "Utility-Pending Support". And then please list the user's technical issues and feature suggestions details one by one in order according to the requirement above.

Priority list

Priority

Definition

SLA from Technical Support

High

From user's perspective:

1. The user has stated clearly that the issue is urgent and there is a mission needs to be completed;

2. Issues which lead to a refund request or a chargeback;

3. Users are asking for a remote session;

4. More than 2 cases have been reported within 1 week;

5. The user is a high-value user.

Form product's perspective(the issue is reproducible or more than 2 cases have been reported):

1. Issues prevent users from using the products normally, such as crash, freeze;

2. Payment failure, purcahse failure, or authorization failure/error which prevent users from purchasing for using products normally;

3. Downloading failure, registration error, installation error, and login failure;

4. Products are detected as a virus (anti-virus issues);

5. Files fail to be opened or saved;

6. Youtube login failure or downloading failure

0.5 business day

Normal

All other issues rather than High priority.

1 business day