When answering a phone call,
click on the XTicket link “NEW CALL”. While this opens a new ticket read the
Greeting Salutation Script to the caller.
Thank you for calling (Brand
Name) Internet Tech Support.
My Name is (Your Name).
May I please have your trouble
ticket number or your email address so that I may assist you?
(Spanish)
Gracias por llamar al
Departamento de Asistencia Tecnica de (brand name) mi nombre es (Su Nombre). Me
puede dar su correo electronico o su numero de Tiquete para asistirle mejor.
If the customer gives you a ticket # type it into XTicket’s Quick Search box “Ticket #” and click “Go Search” to bring up the Ticket. Verify the email address in the Ticket and if it’s correct ask the customer to wait while you read the contents of this Ticket. Ask the customer if they are having the same problem the ticket notes. If so click on “NEW CALL”, enter any new information the customer gives you and your resolution in the “Comments” field. If the customer has a new problem not related to this Ticket exit the ticket and click on XTicket’s “NEW CALL” link.
If the customer doesn’t have a ticket # they should have an email address for you to put into the ticket, which should already be open if you followed the first instruction “When answering a phone call, click on the XTicket link “NEW CALL””. Proceed to fill out the fields “Brand”, “Customer’s Phone #” & “Language Preference”. Before filling out the “Comments” field verify the customer has an active account. If their account is not take the appropriate action, usually asking them to contact Customer Service to see why the account is not active or taking care of any billing issue. If their account is active enter the customer's problem description and your resolution in the “Comments” field.
At the end of the call select
the appropriate “Problem Category”, “Priority”, check “Disclaimer Read” if it
applies, check “Problem Resolved” if applicable & click on “Submit Call”.