D-5-1

Tickets

To be completed by Team Director

View ‘None Assigned’ Tickets
(open in new tab)

View Customer Information
(Open in new tab)

D-5-2

Pay As You Go Member

Invoices

 

Check for invoices that are 30 days past due.

D-5-3

Pay As You Go Member

Start chat conversation with computer

“Hello. My name is ________ . We received a message from you. “

D-5-4

Pay As You Go Member

“You are currently one of our Pay As You Go Members.

If you would like a Remote Support Session, I will just need to take payment for the $20 one-time Add-on.”

Add-on?

D-5-5

Pay As You Go Member

“Give me a few moments while I get things ready on my end.

Open Ticket

Priority: 2 Normal

Assignee: Remote Agent

Type: Pay As You Go Plan – Remote Session Included

SLA: —>

Add/View Charges: $0.00

Add New Item: 320 – PAY AS YOU GO REMOTE SESSION

Make Invoice

Your total is $______ .
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 in the chat.
– You can also call 888.615.HELP

Take Payment Add-On

View Paid Invoice

Save to: Team Director (U:)

D-5-6

Pay As You Go Member

View Ticket Receipt

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-5-7

Pay As You Go Member

“Not a problem.

If you would like basic support only, I can create a ticket for you.”

Basic Support?

D-5-8

Pay As You Go Member

Open Ticket

Priority: 2 Normal

Assignee: Remote Agent

Type: Pay As You Go Plan – Basic Support Only

SLA: —>

D-5-9

Pay As You Go Member

“Ok. If you need anything, please don’t hesitate to reach out to us.”

End Chat

D-5-10

Pay As You Go Member

End Chat

“Hello. My name is ________ . I’m calling from Anything Computers.org. You have a ticket submitted. Would now be a good time to connect and check this out?”

“You are currently one of our Pay As You Go Members.

If you would like a Remote Support Session, I will just need to take payment for the $20 one time Add-on.

Add-on?

D-5-11

Pay As You Go Member

Create Ticket

“Give me a few moments while I get things ready on my end.”

Open Ticket

Ticket Title: Put initial issue

Issue Type: 1 – Pay As You Go Plan – Remote Session Included

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

Tech: Select Remote Agent

Assigned Customer Contact: Select Contact

SLA: —>

Add/View Charges: $0.00

Add New Item: 320 – PAY AS YOU GO REMOTE SESSION

Make Invoice

“Your total is $________ .”

“There are several ways to make payment.

– You can click on the Anything Computers.org Icon, and select Access your account.

Take Payment for Add-on

D-5-12

Pay As You Go Member

Create Ticket

“I can offer you basic support. Let me get things ready on my end.”

Open Ticket

Ticket Title: Put initial issue

Issue Type: 1 – Pay As You Go Plan – Basic Support Only

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

Tech: Select Remote Agent

Assigned Customer Contact: Select Contact

D-5-13

Pay As You Go Member

View Paid Invoice

Save to: Team Director (U:)

D-5-14

Pay As You Go Member

View Ticket Receipt

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-5-15

Pay As You Go Member

More Than One Contact?

More Than One Contact?

D-5-16

Pay As You Go Member

Start Chat Conversation with computer

“Hello. My name is ________ . We received a message from you.”

Response?

D-5-17

Pay As You Go Member

“You are currently one of our Pay As You Go Members.

If you would like a Remote Support Session, I will just need to take payment for the $20 one-time Add-on.

“At the same time, you have a past due amount of $ _________ that needs to be addressed first.”

Add-on + Balance owed

D-5-18

Pay As You Go Member

“Give me a few moments while I get things ready on my end.

Open Ticket

Priority: 2 Normal

Assignee: Remote Agent

Type: Pay As You Go Plan – Remote Session Included

SLA: —>

Add/View Charges: $0.00

Add New Item: 320 – PAY AS YOU GO REMOTE SESSION

Make Invoice


Your total is $______ .
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 in the chat.
– You can also call 888.615.HELP

Take Payment for past due amount + Add-on

View Paid Invoice

Save to: Team Director (U:)

D-5-19

Pay As You Go Member

“Let me see what I can do.”

D-5-20

Pay As You Go Member

Notify Team Leader

D-5-21

Pay As You Go Member

Approved

“I can offer you basic support. Let me get things ready on my end.”

Open Ticket

Ticket Title: Put initial issue

Issue Type: 1 – Pay As You Go Plan – Basic Support Only

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

Tech: Select Remote Agent

Assigned Customer Contact: Select Contact

SLA: —>

D-5-22

Pay As You Go Member

Not Approved

Not Approved

D-5-23

Pay As You Go Member

“You are currently one of our Pay As You Go Members.

If you would like a Remote Support Session, I will just need to take payment for the $20 one-time Add-on.

“At the same time, you have a past due amount of $ _________ that needs to be addressed first.”

Add-on + Balance owed

D-5-24

Pay As You Go Member

“Let me see what I can do.”

D-5-25

Pay As You Go Member

Create Ticket

“Give me a few moments while I get things ready on my end.”

Create Ticket

Ticket Title: Put initial issue

Issue Type: 1 – Pay As You Go Plan – Remote Session Included

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

Tech: Select Remote Agent

Assigned Customer Contact: Select Contact

SLA: —>

Add/View Charges: $0.00

Add New Item: 320 – PAY AS YOU GO REMOTE SESSION

Make Invoice

“Your total is $________ .”

“There are several ways to make payment.

– You can click on the Anything Computers.org Icon, and select Access your account.

Take Payment for past due amount + Add-on

D-5-26

Help Desk & Remote Access Members

Invoices

 

Check for invoices that are 30 days past due.

D-5-27

Help Desk & Remote Access Members

Start Chat conversation with computer

“Hello. My name is ______ . I wanted to see if you were ready for assistance from a Remote Agent?

If now if not a good time, when would work for you?”

D-5-28

Help Desk & Remote Access Members

“Give me a few moments while I get things ready on my end.”

Open Ticket

Priority: 2 Normal

Assignee: Remote Agent

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

SLA: —>

D-5-29

Help Desk & Remote Access Members

More Than One Contact?

More Than One Contact?

D-5-29b

Help Desk & Remote Access Members

Start Chat conversation with computer

“Hello. My name is ________ . We received your request.”

Response?

D-5-30

Help Desk & Remote Access Members

Balanced Owed?

“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.
– You can also give me the information here.”

Balanced owed?

D-5-31

Help Desk & Remote Access Members

Take Payment for past due amount

View Paid Invoice

Save to: Team Director (U:)

“Give me a few moments while I get things ready on my end.

Open Ticket

Priority: 2 Normal

Assignee: Remote Agent

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

SLA: —>

D-5-32

Help Desk & Remote Access Members

Notify Team Leader

View Ticket Receipt

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-5-34

Help Desk & Remote Access Members

Create Ticket

Approved

“I can offer you basic support. Let me get things ready on my end.”

Open Ticket

Ticket Title: Put initial issue

Issue Type: 1 – Pay As You Go Plan – Basic Support Only

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

Tech: Select Remote Agent

Assigned Customer Contact: Select Contact

SLA: –>

D-5-35

Help Desk & Remote Access Members

Not Approved

D-5-36

Help Desk & Remote Access Members

Create Ticket

Approved

“I can offer you basic support. Let me get things ready on my end.”

Open Ticket

Ticket Title: Put initial issue

Issue Type: 1 – Pay As You Go Plan – Basic Support Only

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

Tech: Select Remote Agent

Assigned Customer Contact: Select Contact

SLA: –>

D-5-37

Help Desk & Remote Access Members

“Let me see what I can do.”

Response?

D-5-38

Help Desk & Remote Access Members

Balanced Owed?

“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.
– You can also give me the information here.”

Balanced owed?

D-5-39

Help Desk & Remote Access Members

“Let me see what I can do.”

Response?

D-5-40

Help Desk & Remote Access Members

Take Payment for past due amount

View Paid Invoice

Save to: Team Director (U:)

D-5-40b

Help Desk & Remote Access Members

“Give me a few moments while I get things ready on my end.

Open Ticket

Priority: 2 Normal

Assignee: Remote Agent

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

SLA: —>

D-5-41

Help Desk & Remote Access Members

View Ticket Receipt

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-5-42

Help Desk & Remote Access Members

End Chat

“Hello. My name is ________ . I’m calling from Anything Computers.org. You have a ticket submitted. Would now be a good time to connect and check this out?”

Response?

D-5-43

Managed Services Member

Notify Remote Agent.

Start Chat conversation with computer

“Hello. My name is ______ . I wanted to see if you were ready for assistance from a Remote Agent?”

Response?

D-5-44