Zoho Desk
name for a user interface where clients can view the status and history of their tickets
Help Desk
The role of a person within a pair who updates Zoho Desk throughout the client call
note taker
platform used as a back up meeting method
Google Meet
Platform used by agent to call client.
Google voice
The capital of Minnesota
St. Paul
This ticket status is used when you cannot proceed with resolution due to a language barrier.
HOLD
the proccess of attempting to use the software or platform in the same way as the user to see if you receive the same error.
recreating the problem
Category on timesheet that will be used to record today's meeting
Training
Platform used to assume remote control of client's computer (with their permission)
Zoom
Drake's real first name
Aubrey
When a resolution is saved this box is checked to ensure that the client is notified by email
Notify Contact
slack
timesheets cannot be edited past this day
friday
Instructions to client in Resolution Email Template for if they have further issues.
open a new ticket
Historically Black College attended by Vice-President Elect Kamala Harris.
Howard University
an account allowed to edit, update, and resolved tickets
agent
area of customer record where agents specifies if the client has already set up zoom
notes
Name of the community education aide for the AskGenZ program
Helen
What you say when you call a client's number, someone else answers the phone, and the client is not available.
Okay, we will try to reach them again during today’s shift. If we cannot reach them we will close their ticket. Thank you, goodbye.
Lizzo's birthplace
Detriot, MI
The purposed of the last button on the bottom menu bar
search across Zoho
the third short term goal of the AskGenZ Program
to connect with all returning clients via zoom video communication
account that can be used to sign into zoom, view timesheets, and call clients.
Gmail
Suggested to client before a call is ended.
seting up an email address
Prince's real name.
Prince.