Calculating Infinity
LOG TICKET IN ZENDESK
CLICK HERE TO OPEN ZENDESK Username: info@sentimentmetrics.com Password: Fr33d0m4!
Add ticket & Take Details
Requester: email address of caller, if does not exist, add user.
Subject: Brief summary of issue, ie Reply Not Working, Outage, Issue with xyz
Description: Name, Company, Contact Number, Issue, Priority EXAMPLE. Joe Bloggs from ACME Corp called in with the following issue. His contact number is xxx xxxx, estimated severity level is xxx.
Once the job has been booked on the portal, establish whether one of the following applies to 20% or more of the company´s users.
“I am immediately escalating this to an on duty engineer who will call you back shortly”
OFFICE HOURS UK 7am to 6pm
“Thank you I have created a support ticket for you and an engineer will respond as per your contractual SLA”
If they ask what this is, check on the CRM
CLICK HERE TO ACCESS ON CALL ROTA
Make sure you follow the correct rota
ACCOUNT NUMBER 1009
Call In Hours ON CALL 1 if no reply leave voicemail* Call in Hours ON CALL 2 if no reply leave voicemail* Call In Hours ON CALL 3 if no reply leave voicemail*
REPEAT UNTIL SOMEONE ANSWERS *leave voicemail first time only
Call Out Of Hours ON CALL 1 if no reply leave voicemail* Call Out of Hours ON CALL 2 if no reply leave voicemail*
Call Out of Hours ON CALL 3 if no reply leave voicemail*