Messages
Paper Airplane Icon
Where representatives can see Direct Messages?
My Tickets Queue
Where can I go to access all of the tickets assigned to me?
May not be requested more than one hundred and twenty (120) days in advance
What is Vacation Time?
Thank you for contacting Pure Flix, my name is ___
What is an Intro?
Crossgrade
What is Switching/Changing a (membership) plan?
Double Check Mark
When have all the representatives in a group read the message?
/setaccounttocancel
What is the chat short cut for when you set an account to cancel?
Should be taken away from the workstations or floor area
What are breaks?
I'm so sorry to hear that!/I can certainly understand
What is empathy?
Skip a month
What is an Appeasement?
Contextual Disccusion
What is a discussion about a specific ticket?
3 of the 5 sources in Freshdesk
What is Phone, Chat, Email, Facebook, Portal
Monthly refund policy
When I can issue a full refund, as long as the charge was within the last 7 days and there is no viewing on the account?
Bonus: No prorated refunds for monthly charges.
Cold Transferring
What is transferring the call to a representative without any introduction
Activate Free Trial/Refund
What are Past Events?
First.Lastname@pureflix.com
What is the format for everybody's emails working at PureFlix?
/c[ENTER]
How to enter a canned response?
Annual Refund Policy
When can I issue a full refund, if the charge occurred with 14 days and there has been no viewing on the account?
When can I issue a prorated refund, if the charge occurred with 14 days and there has been viewing on the account?
Conference Call
When you select add to call you then input the number you are wanting to dial to add to the call? Used for language line
User name, Full Name, Ref ID and Email
What are Account Details?
First_Lastname@spe.sony.com
What is the format for the Sony email?
Change the contact for the ticket
Where do I start when handling a "DO NOT EDIT" Ticket/call?
When canceling immediately, ____ is required
What is a refund?
Everything included in calls notes
What is First and Last Name, Phone (+1), Email (status), why the member is calling, and what was done for the member
US Yearly Subscription @ US$83.33 plus tax for 1 year
What is an Active or Inactive Purchase?