Ticket and Phone Call Priority

For CareReps and anyone else answering tickets and phones, these are the priorities for how to handle the issue at hand.

Tickets that can be handled and closed immediately (like Voicemails)

1. If you are able to handle a ticket immediately, the ticket should be closed with a note. For voicemails, for example, indicate the name of the customer, a brief summary of the voicemail, and what you did to handle the situation. "John Smith calling for update on repair, handled".
2. If the ticket involves another technician, notify the technician via Slack.
3. If the ticket involves an active Work Order, add a note to the Work Order. You can copy and paste the ticket note you made in step 1.
4. If the ticket requires additional follow-up, create a new ticket on behalf of the customer referencing the issue.

Tickets that can be handled sometime that same day by way of putting it directly on a calendar

• New email account, new licenses (Gmail/Office/BizCare), new user account (in most cases, not Rogers), new VPN user, password resets, little RingCentral things, stuff like that.
• Things that don’t really need any input from the user that requested the change or addition, but we can do on our end quickly in between other stuff we’re working on

What to do from the CareRep side

1. Make a ticket if one doesn’t already exist (ex, they called in)
2. Find a calendar you can put it on, and put it on there for 15-30 minutes
3. Prefer order: Josh, Chris, Jesse
4. Assign the ticket to that specific person
5. Notify in Slack in a public channel relevant to the ticket (#bizcare, #netcare, etc) and tag that specific person, not everyone, include the link to the ticket
6. Later in the day (or the next morning) as part of your usual ticket checking, make sure the ticket is resolved

What to do from the Tech side

1. You’ll get a Slack notification in a public channel regarding the service request
2. You’ll also get a ticket notification assigned to you
3. Do the thing at the assigned time
4. Respond on the ticket (not just a note) confirming to the customer what you’ve done
5. Close the ticket at the same time as the response with some indication that “I’m closing this ticket for now but feel free to respond to open it back up if there are any issues.”

Tickets that require an actual appointment (remote or onsite) where we need to talk to the customer to get the thing done

What to do from the CareRep side

1. Make a ticket if one doesn’t already exist
2. If the customer has already been working with a particular Tech, prefer that Tech
3. Otherwise, prefer order: Josh, Chris, Jesse
4. Assign the ticket to that specific person

5. Create a Work Order for the appointment

   1. Pick the correct Asset for the customer. For example, if the task will be completed on a specific computer, check the WO in for that computer. If the task is “generic” or applies to multiple computers, check it in under the Master Asset. If it’s networking, use the Local Network asset.
   2. Assign the WO to the relevant tech
   3. Make sure the store is set correctly (Corp, pretty much)
   4. Set the scheduled date and time to match the appointment
6. Notify in Slack in a public channel relevant to the ticket (#bizcare, #netcare, etc) and tag that specific person, not everyone, include the link to the ticket and the WO
7. As part of your usual ticket checking, make sure the ticket is resolved

What to do from the Tech side

1. You’ll get a Slack notification in a public channel regarding the service request
2. You’ll also get a ticket notification assigned to you
3. Do the thing at the assigned time
4. Respond on the ticket (not just a note) confirming to the customer what you’ve done
5. Close the ticket at the same time as the response with some indication that “I’m closing this ticket for now but feel free to respond to open it back up if there are any issues.”

Tickets that don’t fall into the above categories

These will be tickets or service requests that don’t fall into an easily defined category, but usually will be projects or other things that don’t happen at a specific time or on a specific device. Things like PCI Compliance, new computer purchases, BizCare/NetCare evals, requests for consulting, issues that keep happening even after following standard procedure set forth here, etc

Who can handle what

• PCI Compliance and other Compliance related tasks: Jesse and Chris
• BizCare/NetCare evals: Jesse and William
• Request for consulting: Jesse and Ashton
• Issues that keep happening: Jesse and Chris
• New equipment purchases: William

What to do from the CareRep side

1. Make a ticket if one doesn’t already exist
2. Assign it to the relevant person (see “Who can handle what”)
3. Notify in Slack in a public channel relevant to the ticket (#bizcare, #netcare, etc) and tag that specific person, not everyone, include the link to the ticket

What to do from the Tech side

1. Figure it out. There’s not a cookie cutter for this one.
2. If you can’t figure it out in a reasonable amount of time, escalate to your superior

3. Create an Asana task in a relevant project

   1. Computer purchases: Dell Ordering Pipeline
   2. Other purchases: Business Projects
   3. BizCare/NetCare evals, request for consulting: Business Projects
   4. Issues that keep happening: The ToDo list of the person handling this task
4. Also assign the Asana task to that company’s project (if one exists) in the “Client Dashboard” team. If they don’t have one, create one.