D-3-1

Chat

To be completed by Team Director

Initial Message From Team Member

“Hello. My name is ________ . What is the issue your having?”

Get Initial Issue

View Customer Information
(Open in new tab)

Determine Plan Type

D-3-2

Help Desk & Remote Access Member

Invoices

 

Check for invoices that are 30 days past due.

D-3-3

Help Desk & Remote Access Member

Create Ticket

“Ok. Please hold while I get a few things ready.”

New Ticket

Ticket Title: Describe the initial issue

Issue Type: 2 – Help Desk Plan –or– 3 – Remote Access Plan

Complete Issue Description: Your professional interpretation of the issue the Team Member is describing

Tech: Select Remote Agent

Assigned Customer Contact: Confirm this is the person your chatting with.

Add Asset: Add the asset the Remote Agent will need access to.

SLA: —>

Create ticket

Add Worksheet (if applicable)

Skip ->

Save to: Team Director (U:)

Notify Remote Agent. Provide Ticket number

“Here is your ticket # ………
Please hold again while I transfer you to a Remote Agent”

Re-assign chat to Remote Agent

D-3-4

Help Desk & Remote Access Member

More than one contact?

D-3-5

Help Desk & Remote Access Members

Balanced Owed – Chat

“Before we can continue assisting you, there is the past due amount of $ _________ that needs to be addressed first.”

“There are several ways to make payment.
– You can click on the Anything Computers.org Icon, and select Access your account.
– You can also give me the information here is the chat.

Take Payment for past due amount

D-3-6

Help Desk & Remote Access Members

Notify Team Leader

Notify Team Leader

D-3-7

Managed Services Member

To be done by Team Director

Notify Remote Agent

“Ok. Please hold while I get a few things ready.”

Create Ticket

Ticket Title: Describe the initial issue

Issue Type: 2 – Help Desk Plan –or– 3 – Remote Access Plan

Complete Issue Description: Your professional interpretation of the issue the Team Member is describing

Tech: Select Remote Agent

Assigned Customer Contact: Confirm this is the person your chatting with.

Add Asset: Add the asset the Remote Agent will need access to.

SLA: —>

Create ticket

Add Worksheet (if applicable)

Skip ->

Save to: Team Director (U:)

Notify Remote Agent. Provide Ticket number

“Here is your ticket # ………
Please hold again while I transfer you to a Remote Agent”

Re-assign chat to Remote Agent