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Click on a ticket number to open a ticket.
Assign the ticket to yourself immediately by clicking Assign to me Unassigned (right side) and choosing your name. This shows other agents that someone is working on the ticket
Review the ticket, determining if the agent has completed the ticket properly and that the right course of action is recommended.
Complete any action as recommended such as Status, Respond to Customer, Resolve, Assign to Team.
Remove the label TSCQA.
Delete yourself as Assignee.
Copy any comments to the customer.
Close the box clicking on the status (Status, Respond to Customer, Resolve, Assign to Team).
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When escalating to another team/component, use Assign to Team (status = Assign to Team).
Choose the appropriate component, removing Technology Support Center.
Scroll down to the Comments box.
Choose From the Jira Canned Response kb article, choose the Canned Response: TSC – Assign to Team.
Sign off on the comment.
Click Share with Customer.ConfirmAssign to Team.
Global Issues
Click Create (from dark blue main menu bar).
Issue Type: click the drop-down and choose Global Issue.
Summary: Enter a brief summary of the issue.
Description: Enter the full description of the issue.Post to IT Status: Click the drop-down and choose the appropriate value.
Choose the appropriate Components (including Technology Support Center).
Incident Type: Choose appropriate type.
Service(s) Impacted: Choose Appropriate service. If the service isn’t listed, you must choose Other and enter the service in the Service Impacted (Other) field.
IT Status Wording: Enter the text that will appear on the IT Status page.
Assignee: Leave blank.
Choose the appropriate Components (including Technology Support Center).
Service Impacted: Choose the appropriate service from the drop-down.
Click Create.
Activity
The Activity section outlines all ticket activities. Each menu item has different views.
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Comments
You have a choice of Add internal note or Reply to customer. If a comment made was an internal comment, you will see INTERNAL to the right of the comment. If you do not see INTERNAL, then an email was sent to the customer.
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To add a CC, use the Request Participants option. |
Working with Tawk.to
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Chat
Copy the information from the Tawk.to chat to a new ticket to Notepad, making sure to obtain all the appropriate information (easiest in the non-Edit mode). Once all the information is copied to Notepad, cancel the Tawk.to original request. Raise a Request – copy the information to the new ticket and address as normal. .
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