General
Tells Intercom you are ready to receive new conversations
What is going available
Another name for Consult Ticket
What is Back-office Ticket'
What I do when a client is asking for assistance on an unrelated issue
What is create a new conversation
Use this if you need to transfer your conversation to a different Tier only.
What is Macro - Cognizant: Tier Transfer
Help us categorize conversations and run reports to see conversation trends.
What are Conversation Tags
A 5-point survey at the close of each conversation
What is a CSAT survey
Used when you need assistance in handling a conversation and you are unsure of how to proceed.
What is a consult ticket
Cases created for a variety of reasons such as requests to cancel, special migrations, or support complaints.
What are Risk Cases
Use this on an active conversation, when you need to snooze the conversation for further research during your Away time
What is Macro - Snooze: Further Research
When you have resolved the client’s issue and they no longer need assistance
What is closing a conversation
Enterprise-level, cloud-based communication platform used by mid- to large-scale client experience organizations to engage with their clientele in real-time using live chat conversations, support bots, and product tours.
What is Intercom
Settings that the client does not have access to and require a CSE to assist
What are Admin/Success Tools
Team that assists with questions surrounding screening and insurance
What is Value Plus (V+)
Use this if you are transferring to a different team (Websites, V+, Integrations, etc.)
What is Macro - V+ Transfer in Intercom
A way to add details, DB links, and a summary of the issue so that you can quickly pick up where you left off and so others internally can easily see the progress.
What are conversation notes
Required if a non-presidential user is asking for a change only an admin user can make
What is Presidential Sign Off
Details to Include when Submitting a Consult Ticket
What is the Description of the issue in your own words, a list of steps you have taken to troubleshoot, the specific question you need help answering, specific DB links, and relevant screenshots or PDFs
The engineering team we work with to help assist on universal changes and on issues where the system does not seem to be working as intended
What is Apple
Use in the morning to send to clients who haven’t responded for more than a day and close the conversation!
What is Follow Up: Morning
Removes a conversation will remove it from your Open Inbox
What is snoozing a conversation
Your priority when you are available during your scheduled shift.
What is Accepting and working on new conversations
Lets the CSE know you no longer need assistance on the consult ticket
What is marking the ticket as resolved
Client reaches out with login issues using key words such as:
‘hacked’
‘someone else has my email’
‘I don’t recognize this user in my account’
What is Security Case - transfer to Tier 1 Non Live
Client is requesting a call
What is Macro - Cognizant: Request for Phone Call
An activity done each morning to confirm the issue has been resolved with the client
What is Follow Ups