Ticket Status
This status indicates that the ticket is waiting for input from the Account Manager
When should you abandon a ticket, leaving it assigned with no notes, time entries, or escalation.
What is "Never"
How many Tiers do our customers fall into?
This is our ticketing system (PSA), all requests are funneled and tracked through this system.
What is "Autotask"?
What Status should you put the ticket in if you need to escalate to another team or department?
What is "Needs Manager Review"?
This status indicates that all notes, time entries, and ticket resolution are logged.
Who should you consult with any questions about procedures?
Who is "Your manager"
Customers with sub-100 Employees fall into what tier
Tier 2
This is Acorn's Meeting, Chat/IM, SMS, and Phone System platform
What is "Zoom"?
When should you assign a ticket to another employee
What is "Never"
This status indicates that management input or direction is needed to proceed.
What is "Needs Manager Review"
Requests for purchases, quotes, change orders, etc will always need to involve who?
Customers who need around the clock monitoring are considered what tier?
What is "Tier 1"
This is the Next-Generation Antivirus (NGAV) platform of choice for Acorn and its customers.
What is "BitDefender"?
When performing a warm transfer you should press the Transfer button and dial the team member's extension (or name), push Transfer and then what option
What is "Warm Transfer"
This ticket has not been assigned to a technician or actively worked.
What is "New"
Where will tickets that involve changes to customer infrastructure go?
What is "System Engineering?"
Which tier do customers who have less than 30 employees get assigned to?
Tier 3
This platform provides Cybersecurity Awareness (and in some cases Compliance/HR) Training, as well as simulated phishing and social engineering for customers.
What is "Knowbe4"
Name the initial response time for your team
L1: immediate
L2: 30 minutes
L3: 30 minutes
This ticket is waiting for the customer to respond before Acorn can proceed.
What is "Waiting on Customer"
Tickets should be worked on in what type of order
What is "FIFO" or "First in First Out"
What are three things that determine a customer's tier assignment?
What is "size of the customer organization, their network's complexity, the criticality of their infrastructure, their impact on outages, and the amount of monthly recurring revenue (MRC)"
This platform is used by customers to perform local backups, stored on QNAP or other appliances before they are transmitted to Acorn's data center locations.
This extension rings the Secondary Zoom Phone queue
What is "402"?