Our Client Support team is excited to introduce a new process of ticket division based on need type. Instead of one ticket-type with a single queue to work from, we now have 2 ticket types with 2 separate queues.
Technical Support (TS) Tickets
A simple renaming of our standard UB (Unexpected Behavior) tickets, Technical Support encompasses anything from an error received when viewing a page to inconsistent results when running a report. We choose this path when something is ‘broken’ or ‘wrong’ with your system.
Account Services (AS) Tickets
This newly created ticket-type encompasses those requests that aren’t a straigh-forward Technical Issue. Nothing is ‘broken’ or ‘wrong’ with your system, but you’re looking for support/guidance on how to improve the experience. Perhaps you want to turn on a new tool, or turn one off. Maybe you want to configure a new promotion or need help knowing how to manage a new inventory category. These are all examples of extended support you can expect from this path.
What do you need to do differently in order to leverage this new support process? Nothing at all! We have incorporated a step upon receipt of all tickets to ensure that they get directed into the proper ticket-type and queue.
What can you expect from this new support process? Faster resolution on Technical Issues (errors received, unexpected behaviors, etc) and more in-depth support on requests that aren’t Technical Issues (training on how to configure items, what is possible within Freedom/Revolution, upgrading your tools, etc).
If you have any questions about this new support process, or if you want to share any first-hand experiences on the impact it’s making in your business, please email us at clientgrowth@bydesign.com.
Stay tuned for more internal updates we’re making to better support you.