Briefcase Basics
Workflow
Ticket Titles
Flags
We're PLATINUM, dangit!
100

This is what stores and organizes the customer's contact information and a group of tickets

A case

100

The button you will click to start a case when on a call 

The 'create case' button

100

Use this ticket title if a customer asks about a charge on their credit card

Tax/payments 

100

Use this flag when emailing a customer to ask for their preferred resolution

Waiting on customer

100

This feature allows you to create a new, proactive case using the same customer information as a reactive case

Split case

200

The specific question or concern we are addressing for the customer

A ticket

200

This information will be added to a case after every interaction

A case note

200

Use this ticket title if a customer chats in about broken plates that arrived on a FedEx ground shipment

Carrier related - ground

200

Use this flag when entering a request through the FedEx hub and waiting to hear an update

Waiting on carrier

200

If a non-Platinum email address emails your alias, this is the queue it will go to

Unassigned queue

300

These connect information to the case (order numbers, item numbers, POs, etc) 

Tags

300

The amount of item numbers you are required to tag if there are multiple items the ticket is related to 

3

300

Use this ticket title if you receive an auto-reply email from a customer's shipping confirmation email

Attempted contact

300

Use this flag when reaching out to the manufacturer for an update on a DS order

Waiting on Manufacturer

300

Click on this button on a proactive case to track if your pitch was successful

'KPI Met' checkbox

400

These 2 things must be entered on a case if it is not being closed right away

A flag and a follow up time

400

The amount of tickets you would need for a customer asking a product question and reporting a damaged item

2

400

Use this ticket title if a customer asks about the stock of an item before placing an order

Pre-order shipping question

400

Use this flag when reaching out to Product Specialists for more information about an item

Waiting on internal

400

Use this feature when you need to send a case to another department within BC

Transfer case

500

The 2 places that you can add a tag 

The case and the ticket

500

This color of follow-up time means you are due to take action within the next 24 hours

Orange/yellow

500

Use this ticket title if a customer reports they received the wrong item on a DS order

Other inquiries

500

Use this flag when waiting to hear back from a customer but you don't want the case to go inactive

Monitoring

500

BC statuses: Use this status when you are taking PTO and have a definitive return date

'Not accepting new cases until xx'

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