Random!
When would you mark a ticket as duplicate?
If a user has written in multiple times about a specific issue, and the tickets are all identical or near-identical
Should tickets be merged if a user writes in from a different email address about the same issue?
Yes!
Are internal emails handled by all Experts?
Yes!
What should you do if an Expert has dealt with a user within the prior 3 days and the user is attempting to continue the conversation with that particular Expert?
Assign the ticket to that Expert only if the issue is related or the same as the original ticket.
Should you reply to a ticket if it relates to a site-wide bug an Expert is currently reporting on?
No - unless instructed to do so. Generally, we assign an expert or lead to bulk-reply to contacts.
If we receive an inquiry from GR staff on behalf of an author/publisher with enough context and details, what should you do?
Reply directly to the author/publisher.
A level 3 Expert receives a response that should be handled by an L4 Expert. What should you do?
Split the response and escalate it to L4
What should you do if the user responds with a question that would require a label change?
Split the ticket
What should you do when we get a support request from GR staff asking us for advice, information or feedback?
Execute the scenario "Internal correspondence with Goodreads employee" (sets to "no answer")
Name 4 scenarios that are not L2, L3 or L4.
Some examples:
Assign to Advertising Team
Assign to Deals Team
Assign to Marketing team
Assign to Policy Team
Assign to Security Team
Assign to Tech Ops team
Automated Email
Cancel account / Unsubscribe email request
Duplicate Email
What should you do if a duplicate ticket/response is assigned to you?
These tickets should be merged into the original contact
What should you do if you receive an enquiry on behalf of an author/publisher and there's not enough context on the issue or contact details are missing?
-Ask the sender to ask the author/publisher to contact support@ with more information
-Execute the scenario "Internal correspondence with Goodreads employee"
If a user specifically addresses an Expert's name in their query, should this tickets be transferred to that Expert?
The ticket shouldn’t be transferred unless there’s an unresolved issue that the other Expert is still working on
If a user responds to a ticket, the labels remain the same and it's been less than 3 days - what should you do?
Don't split the ticket. Continue with the conversation in the same the same thread.
Mention 4 steps to follow when redacting internal correspondence!
Any of the following:
- Change the email address in the "requester" field to the user's email address
- Clean up any "FWD" text from the subject line
- Remove the entire message text and paste it into a private note once you've finished editing the ticket
- Add any other external recipients to the CC field
- Add the original, internal correspondent to the BCC field
- Refer them to contact us at support@goodreads.com for future questions.