Information Collection for Escalation

Before escalating the ticket to engineers, please ensure that we have collected the information below:

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.

If the issue is account issues, please select the next button: