Hours of Operation The office is open Monday through Friday from 9am to 5pm.
StaffingThe morning opener is responsible for logging into the support channels, monitoring all incoming tickets, and resolving any issues until the primary support representative arrives. Consistent coverage must be maintained throughout the entire business day. The primary support representative is responsible for ensuring all support channels are covered in the event of a break, lunch, or departure before the end of the business day.
Accessing the Support Ticketing System
To access the Zendesk support ticketing system, follow these steps:
1. On the left side of the screen, select the Ticket icon (a rectangle with two lines). This is the main ticket hub.
2. The ticket hub will sort all tickets based on their current status.
3. When a new ticket is submitted, you will receive an email notification.
4. Select an "Open" ticket and review the contents.
Ticket Types and Resolution
Determine if the ticket is a Question or an Incident:
- Question - an inquiry about the product
- Incident - an issue or problem that has occurred with the product
Gather any necessary information from the customer needed to resolve the issue. Answer any questions or resolve any incident in a timely manner. If you are unable to answer a question or resolve an incident, escalate the ticket to a project manager. After the initial question or issue is resolved, ask the customer if there is any other assistance you can provide. Return to the ticket hub to handle the next "Open" ticket.