Zendesk Guided Mode FAQ for Ting Mobile Support

 

Q: How do I use Zendesk Guided Mode?

A: Easy! Just reference the Zendesk Guided Mode article to go over the basics. 

 

Q: Why are we using Zendesk Guided Mode?

A: By automatically assigning the oldest tickets first, Zendesk Guided Mode will help ensure no requests “slip through the cracks”. Ting Mobile has a world-class reputation for customer service, and we want to continue this high standard by providing timely responses to all email requests.

 

Q: When should I skip a ticket?

A: Never.

 

Q: Should I skip the ticket when the customer is just responding “thank you”? 

A: No. We always want to reply and have the last say. If you are worried that marking the ticket as solved would be “taking credit” for another advisor’s work, leave the ticket assigned to the previous advisor.

 

Q: Should I skip the ticket if it’s a Network Engagement?

A: No. Reach out in OC to see if there is an update from the carrier. If not, send an email apologizing for the delay. Tech care follow-ups require the ticket number or details from the Tech care agent.

 

Q: Should I skip if there is no requester email on the ticket?

A: No. Usually these are Talkdesk placeholders. Search for an account via the phone number, then reassign the requester email and resend the ticket.

 

Q: Should I skip the ticket if there is no classification?

A: No. Keep the ticket open and assign classification and status.

 

Q: Should I skip if it’s just a reminder re-opening the ticket in MyQueue?

A: No. The reminder was set to ensure we follow up with the customer. If you are the one setting the reminder, be sure to update the internal notes with the key information (ie address, IMEI , which SIM card, etc.) to empower the next advisor to follow up efficiently. If there is no resolution available for the customer yet, send an email reassuring them that we are still working on their request.

 

Q: Hey! I have a legitimate reason to skip that you have not considered. Where can I provide that feedback?

A: Awesome! Just let your manager know.

 

Q: What is our policy on owning tickets?

A: If you are assisting the customer with something, then you should be taking ownership of the help request. 

**For every interaction you have, you need to send the customer an email with the details of your interaction with them.**

For example, you would still take ownership of these tickets, regardless of who initially handled them:

  • Existing RMA or Engagement that isn’t assigned to the RMA team (if in MyQueue, action it) 
  • If you are just giving customer information i.e. expected delivery of an order
  • Responding with “You’re welcome” to a “Thank You” reply

If you are looking at an existing help request, do not put an internal note like “leaving open for advisor x”. Just to remove it from the top of the queue. Please handle that request, taking ownership of the interaction.

If you are looking at a help request and the customer is thanking another advisor for their assistance, please go ahead and take ownership of this. Your response should look something like:

Hi <customer name>,

I’m really happy to hear that <advisor name> was able to assist you. Should you need anything else, please do not hesitate to get back in touch with us and we will be happy to help you further.

 

Q: My question wasn’t answered in this article. Who can I reach out to?

A: Ask your manager for any clarification. He or she will be happy to help!

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