This is incomplete, I will finish it one day.



Overview


The Client services support team are responsible for a number of areas within the business


  • Provide support and training (webinars) to GRATIS users

  • Process VDC enquiries

  • Write new help files and create video help guides

  • Ensure helpfiles are up to date

  • Product testing

  • Data import verifications 

  • Configure new GRATIS databases

  • Process Live Availability Payments

  • Have input into software design

  • Attend GRATIS forums and workshops




How are support requests raised by customers? 


  1. Emails

  2. Support Portal

  3. Feedback widget embedded in GRATIS

  4. Telephone



Items 1 -3 These all land in Freshdesk within the client services group as new unassigned tickets with the status automatically set as open.


The client services manager will allocate the tickets to members of the team. In the absence of the client services manager (leave, meetings, lunch etc) it is the job of the client services agents to allocate the tickets amongst themselves.


Once a ticket has been allocated the assigned agent is responsible for the completion of the ticket. Tickets can vary in simplicity and complexity with some tickets taking longer to resolve than others. 

Agents may require the assistance of their colleagues and the development* team in order to resolve tickets.




Item 4


When a customer telephones the client services support desk the answering agent must take the customers name and immediately create a new ticket within Freshdesk before assisting the customer. The agent will obtain a detailed description of the issue from the customer and enter this into the ticket subject field. 

If the agent is able to assist the customer immediately the agent must add a note to the ticket advising how the customer’s support request was resolved before closing the ticket. 


When creating tickets or receiving tickets from the client services manager the agent must set the dropdowns to the right of the ticket listed as t:


  • TYPE - Set the ticket type so that it corresponds with the issue raised. For example, if the issue raised is about an enquiry select Enquiries and Bookings. If the issue is regarding reports set the type to Reports.


  • STATUS - Ensure the status is set to open



  • PRIORITY - The priority should be set based on the severity of the issue.



  • ASSIGNED TO - Ensure the ticket is assigned to the relevant agent within the client services group




Ticket Views 


All agents are able to view all of their open tickets in a list form. The agent can filter the list by selecting the predefined filtered view from the hamburger menu to the top left or by using the various filters to the right of the ticket list.





Ticket Statuses


Ticket statuses can change during the lifecycle of the ticket. For example, a ticket that originates as open can go through a cycle of open > waiting on customer > open > escalated to IT > waiting on customer > open > closed


The statuses are :


  1. Open - When the agent is working on the ticket

  2. Pending - When the agent is waiting for someone else to do something

  3. Resolved - (Not used because we use closed rather than resolved)

  4. Closed - When the issue has been fully resolved

  5. Waiting on customer - When the agent is waiting for a customer response

  6. Escalated to IT - When a bug has been identified or an enhancement has been requested

  7. Customer change requests - Tickets awaiting review by the client services manager and director


The process of working through tickets


The client services agent will clarify any ambiguity regarding the content of the ticket with the customer either through the ticket itself or over the phone before proceeding with working through the issue raised.


Many support requests are very simple and will be resolved on the day that they are received. The more complex tickets may require longer to resolve. It is the responsibility of the assigned agent to complete all assigned tickets.


Tickets fall into a number of different categories


  • Customer instruction:  Where the customer has requested assistance with how to complete a function within GRATIS. Examples being, how do I add another venue to an enquiry, how do I attach a contact to a client etc.


  • Something isn’t working as expected: Where the customer has advised that a function within GRATIS has stopped working. Examples being, I’ve sent an enquiry to a venue but they haven’t received it. I have deactivated a contact but they are still active. System performance issues will also fall into this category


  • Customer change requests: Where the customer is requesting a change to the way in GRATIS works. The detail from these tickets is copied into a sheet that the client services manager and director review each month. If it is decided that the request is valid a Jira ticket will be opened and assigned to a developer. 


  • VDC enquiries. These tickets are notifications that a customer has raised an enquiry at www.venuedirectory.com. An agent will pick up the ticket and process the enquiry in TVD GRATIS

  • WHAT OTHER TYPES OF TICKETS ARE THERE? 






Suggested solutions 



The Process of updating tickets and chasing customers.




Canned responses 



What about VDC tickets ? 



Escalting to IT - See this document  https://venuedirectoryassist.freshdesk.com/support/solutions/articles/44001847518-how-to-raise-a-ticket-to-development-using-freshdesk-and-jira-



When an agent resolves an issue raised 




Suggested solutions

Canned responses 




Email customer, at least every other day send canned response not heard back, two days later 


Ticket Statuses and Canned responses





Also need to comment on VDC enquiries 


Process for closing tickets


Before closing the ticket we need to be sure that the customer is satisfied with the support that we have provided.

The best way to do this is to include this text at the end of the message you have sent to the customer: Please let me know if this resolves your issue and if you are happy for me to close this ticket?  

The above text is available as a canned response in Freshdesk and it's called 'Please let me know if this resolves your issue'


Once you've sent you message you need to set the status of the ticket to 'waiting on customer'


Hopefully, the client will reply quickly stating that all is well and you will then be able to close the ticket safe in the knowledge that the customer is satisfied with your response 


If the customer doesn't respond within two days you then need to send them the canned response ' We've not heard back from you':


Hopefully, this will jolt the customer into responding but if the customer still hasn't responded within two days you then need to send the canned response 'Closing ticket after sending - We've not heard back from you' and then close the ticket