Understanding Ticketing - Phone Ticket Procedures

While most tickets that come to Zendesk are created by clients reaching out through electronic messaging, there will be clients who reach out by calling HACAP. Some of these calls are simple and can be resolved by liaisons without ever needing to involve Zendesk, but some issues are more in-depth and require the assistance of other groups.

It is important that these deeper issues are also made into tickets, because it is very important for internal reporting (to say nothing of client convenience - a client who reaches out through the phone may want to reach out via email for their next issue, and having their information already in our database will help agents understand client's previous issues).

When a call comes in from a client, the following steps must be taken by the agent groups listed in parentheses:

1. (Liaison) A new ticket must be made (see Understanding Ticketing - Creating Tickets). 
   
   • • If the client is new to the system, liaisons must also add the client to the database (see Understanding Ticketing - Adding New Clients). While it is preferable to get a client's email for this purpose, clients can be added even if they do not have an email address. If the client does not want to provide their name, assign the ticket to "Phone Client".
     • When writing the subject line, adding a preface such as "Phone Call" or "PHONE" is necessary so agents know which ticket to reference when taking the call.
     • Any ticket that is created MUST have one method of contact, whether it is an email address or phone number.
2. (Liaison) After the ticket is created, it must be assigned to the appropriate group. Once the ticket is assigned, the liaison can re-route call as normal.
3. (Agent) An agent within a group that takes the call must also assign the associated ticket to themselves, and update the ticket through internal notes. Even if an issue is quickly resolved, this must be noted in the ticket before it is closed out.