Next Steps
When a customer wants to adjust or add functionality to the software.
What is a Feature Request?
Something to say when you're on a call but don't have an immediate answer
There's no specific answer here but:
- Let me investigate a few options after verifying some of your workflows
- This issue could occur for a few reasons let me confirm which it is for you so I can let you know best practices.
The only statuses that emails send in Zen Desk
What is Pending, Closed, and On Hold?
I am from Colorado and graduated from CU Boulder in 2019 with a degree in molecular biology. I love the outdoors especially skiing in the winter and hiking in the summer!
Quinn Mahone - 4/26/2021 Start date
Encompass' First Customer
Who is Pioneer?
These only last about 3 days and are very helpful when troubleshooting Encompass Mobile tickets.
What are Handheld database and logs?
What you should do prior to your One-on-one with your manager.
What are the One-on-one check-in questions on culture amp?
What you should send at the end of the day if you did not get to a ticket.
What is the Send Ticket In Progress Macro?
I am originally from San Jose, California. My education background is in Psychology and the majority of my work experience has been in healthcare. I am a huge movie buff and love anything related to movies. I enjoy a variety of different types of music genres and discovering new songs or artists. I dabble in being creative with drawing, painting, knitting etc.
Melissa Woody - 3/14/2022 Start Date
A one-stop spot to see updates for the team, important resources, and upcoming events.
What is the Tasting Room?
What needs to be completed when you are going to be out of office.
What are the next steps and a breakdown for whoever might have to work your ticket? If for an extended time move tickets to tier 1 bucket.
(If you're only going to be gone for a day or two, Update Google calendar but you probably don't need to update in ZenDesk)
The person you contact about Direct Deposit changes, Insurance questions, or Taxes like your W-2.
Who is Corrie Meier Kenswil?
When a customer looks to have provided almost no information or data in a ticket, what is the first step?
Double check Steps to Duplicate, then More Info Macro.
Weightlifting, Sports Nutrition, Cooking, Music, Makeup
Jamie Granados - 4/11/2022 Start Date
A database that is accessible across all sites such as API command table, and report table.
What is Master Share?
What you should send to someone who is looking to start billbacks.
What is the automated supplier billback application and help resource?
Contact this person or group to add a a user into ZenDesk.
Who is the CSM or ZenDesk Help chat if CSM is out?
To Long Didn't Read - to break down/summarize, explain the issue to tier 2 simply.
Love anything outdoors and watching/going to sporting events
Isaac Fitch - 7/5/2021 Start Date
One of Tomi's Biggest Pet Peeves
What is not updating your calendar?
A Customer is attempting to import a lot of data but isn't sure how to do so. They have a file ready but don't know the next steps. What can you do?
Provide the help resource on Import routines, ask for the file if they didn't provide to review so you can suggest field mapping, Help tell them how to link on which field, which import action, etc.
A customer is Swearing, USING ALL CAPS, and being overall difficult in a ticket. What are ways to manage this?
- De-escalate by explaining you understand the problem
- Involve Tomi or a CSM
- Ask a teammate, how they would handle it
- Other ideas! this is fairly open ended
Talk to Griffin N for this specific process in ZenDesk
When you have feedback on a macro?
I attended the University of Hawaii where I got my degree in Studio Art with minor in Technical Theater. I am a board game, Magic the Gathering, and Dungeons and Dragons enthusiast and run games frequently at any opportunity I can. I have worked a variety of different jobs from supporting adults with developmental disabilities, managing a Burger King, and building mosaics. I love reading, mostly fiction, and my favorite author is Brandon Sanderson.
Alex Johnson - 11/15/2021 Start Date
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