Support Operations

Procedure to handle server side issues

17. Ticket Management & Customer call Management
1. Take complete ownership of your cases/ tickets/ Intercom conversation with customers.  2. Make sure the ticket updates are given on time as promised to ...
Thu, 23 Aug, 2018 at 8:43 PM
18. LQ - Support team details
***Team details***
Mon, 27 Aug, 2018 at 6:26 PM
19. Troubleshooting document + FAQ's
List of items  Facebook retargeting Lead marketplace app Zendesk App Adwords Data Syc App Google retargeting Gmail chrome extension
Wed, 29 Aug, 2018 at 4:29 PM
20. Agent Performance Report - (Metric Definition)
The Agent Performance report gives a summary of the agents performances in the selected time period covering critical metrics as mentioned below with defini...
Wed, 21 Nov, 2018 at 12:05 AM
21. Process Details - Sales & Support (cases solely picked and raised by sales) - Kick-Off Date - 7th Jan'19
As discussed I have aligned a process around the ask from Nilesh. Please find the below details: Make sure all support tickets are raised from Id’s - geet...
Fri, 4 Jan, 2019 at 9:26 PM
22. SMS - SenderID whitelisting - Process
1. First get the following from customer a. Attached form, filled, printed on company letter head, signed, sealed and scanned. b. Screenshot of lead de...
Wed, 9 Jan, 2019 at 11:25 PM