Following up on tickets

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Following up on tickets

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DRZ PRODUCTIONS

Colombia

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Following up on tickets


Following up on ticketsVersion en ligne Following up on tickets par DRZ PRODUCTIONS 1 You must document all ticket follow ups in the Follow up notes. Yes No 2 Your follow up note should not necessarily be complete, or document every action taken along with any of the CM instructions. Yes No 3 If you follow up via email and do not receive a response, the next follow up should be via phone call to the CM next week Yes No 4 Your emails to the CM can be generic and tailored to the situation. Yes No 5 The CSR should review the respective designated outstanding tickets daily Yes No 6 Under no circumstances can a regular CSR change the assignment of a ticket that doesn't belong to their law firm unless the support is long term (one week +). Yes No 7 CSRs are not allowed to notify the Law Firms (CMs) about the closure of any tickets PRIOR to the full resolution of the issue(s) or until the 15-day mark is reached, whichever comes first. Yes No 8 All tickets that are older than 48 hours must be followed up on. Yes No 9 Ensure tickets are followed up as per the 48-Day Protocol Yes No 10 If the required documents are received within 45 days of the ticket being opened, the request will be re-opened and the follow up entry created at no additional cost (as an addendum). Yes No 11 the required documents/information are received more than 45 days after the ticket was originally opened, the request will be re-opened and the follow up entry created as a regular (charged) request Yes No 12 POS is considered VALID if it meets ALL the following criteria: Provider’s Name, Law firm name, DOS Yes No 13 RLLS Error: ADDENDUM (CHARGE) – Law Firm Error: REGULAR (NO CHARGE). Yes No 14 By selecting the CSR review follow up reason. the system will set the next follow-up for the next business day Yes No 15 It is not mandatory for the CSR to reply to the Law Firm, and thank them for the documentation. Yes No

Vous pouvez intégrer le jeu dans un LMS compatible avec LTI 1.1 ou LTI 1.3 comme Canvas, Moodle ou Blackboard. Les scores seront ainsi automatiquement enregistrés dans le carnet de notes de la plateforme.

Following up on tickets

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À propos de cette activité

Créé par

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Following up on ticketsVersion en ligne

par DRZ PRODUCTIONS

You must document all ticket follow ups in the Follow up notes.

Your follow up note should not necessarily be complete, or document every action taken along with any of the CM instructions.

If you follow up via email and do not receive a response, the next follow up should be via phone call to the CM next week

Your emails to the CM can be generic and tailored to the situation.

The CSR should review the respective designated outstanding tickets daily

Under no circumstances can a regular CSR change the assignment of a ticket that doesn't belong to their law firm unless the support is long term (one week +).

CSRs are not allowed to notify the Law Firms (CMs) about the closure of any tickets PRIOR to the full resolution of the issue(s) or until the 15-day mark is reached, whichever comes first.

All tickets that are older than 48 hours must be followed up on.

Ensure tickets are followed up as per the 48-Day Protocol

If the required documents are received within 45 days of the ticket being opened, the request will be re-opened and the follow up entry created at no additional cost (as an addendum).

the required documents/information are received more than 45 days after the ticket was originally opened, the request will be re-opened and the follow up entry created as a regular (charged) request

POS is considered VALID if it meets ALL the following criteria: Provider’s Name, Law firm name, DOS

RLLS Error: ADDENDUM (CHARGE) – Law Firm Error: REGULAR (NO CHARGE).

By selecting the CSR review follow up reason. the system will set the next follow-up for the next business day

It is not mandatory for the CSR to reply to the Law Firm, and thank them for the documentation.