Ticket Priorities: https://support.realgeeks.com/hc/en-us/articles/218569018-Ticket-Triage
Take the ticket you are working on
Before you start working on a ticket, you need to claim it.
Do this by clicking 'take it' in the top left next to Assignee and submit the ticket as new. This ticket will now be assigned to you and will no longer be visible in the ticket queue that other team members are working out of.
Working on a ticket
Additional information is needed when working on a ticket. On the left column, there are 3 fields that need to be filled out before you Solve the ticket. You should immediately fill in the website field in order to activate Zenchette (the column on the right side). The other fields we need are the Product and Ticket Type dropdowns.
Do not assign yourself multiple tickets
You should work on one ticket at a time and focus on this ticket. Do not assign yourself multiple tickets unless otherwise necessary for your workflow. Taking multiple tickets delays the response time for the client and also causes tickets to pile up for your individual queue as you will commonly deal with responses from these clients as well.
Getting help with a ticket
If you need someone else to look at a ticket you've been working on, create an internal note summarizing the ticket as you understand it with the relevant information to troubleshoot further.
Next, send a message to the appropriate channel in slack with a link to the ticket and a brief summary.
https://support.realgeeks.com/hc/en-us/articles/360033943453-Slack-Channel-Descriptions
If you need to escalate, complete the proper troubleshooting needed and then submit the escalation using the appropriate macro.
Submit as Open, Pending, or Solved
Open = Waiting on work to be done from RG.
If you're working on the task, then the open ticket lets everyone know that work is in progress.
If you're waiting to hear back from developers or escalations, these tickets will also remain in Open status and you should apply the appropriate notes to keep everyone in the loop.
Pending = Waiting for a response from the client.
Whenever the client responds to the Pending status it will appear as open.
After 2 business days with no response from the client, follow-up with them about the issue and solve out the ticket. If they respond it will reopen in your queue as Open.
On Hold = Waiting an extended period of time for a response from another party. This could be our Dev team or a 3rd party Dev team. *Billing has a different use.
Solved = The issue is resolved or the client is unresponsive from multiple attempts to reach them.
Waiting on Resolution
If you have a ticket that requires you to wait on another Department or an MLS, it is your responsibility to keep the client updated and set resolution expectations.
Default = 1 update a day, even if it's just "it's still be worked on."
If you can, discuss with the department you're waiting on to get an estimated ETA and communicate that with the client.
Merging Tickets
There are two main reasons that you might merge a ticket.
1) When the client has multiple tickets regarding the exact same topic. A common occurrence is when a client submits a ticket and then calls in to ask about it. You'd merge those two tickets together.
2) When a single client has sent in multiple tickets to us and you can get them all answered in a single response.
The way Merging works is that you have the primary ticket that you want to keep and the secondary ticket that you want to merge into it.
Next to the ticket's subject line, you'll see a down arrow dropdown. Click on the dropdown and select "Merge into another ticket."
In the space, paste in the ticket number for the ticket you want to keep and click merge.
On the next screen, if you're presented with any checkboxes, please uncheck them. If they are left checked, then the ticket gets updated and the client gets an email with some information that they don't necessarily need.
Confirm and Merge to complete.
Merging Users
https://support.zendesk.com/hc/en-us/articles/203690896-Merging-a-user-s-duplicate-account
We need to do this to give a single zendesk client account for each person that writes in.
You may receive a call with no name attached, we need to merge that into an existing user profile for that client if one exists.
Zenchette also relies on user profiles.