Ticket Portal Quiz

What status do we put a ticket into if we need more information from the customer to continue?

• New

• In Progress

• Waiting For Customer

• Escalated

What ticket status should you choose when we have completely resolved the customers issue?

• Waiting for Customer

• In-progress

• Escalated

• Closed

True or False: We can change the language on the ticket to send to a bilingual associate in that market

• True

• False

Select all the ways a customer can reach out to Starlink Customer Support.

• Through a ticket

• By calling

• Through a live chat option in the app

• By stopping into a retailer

Which ticket status(es) will the tickets a CSA works, come in as? Select all that apply.

• New

• In Progress

• Waiting For Customer

• Escalated

When do we update the priority of a ticket?

• When we escalate

• When we see it is a troubleshooting ticket

• If we need help with the ticket

• We should never be updating the ticket priority

When closing a ticket, which ticket tag should you ALWAYS have filled out?

• Root Cause

• Resolution

• None

• Escalation

If a customer has another open ticket in addition to the one you are working, what should you do?

• Assign yourself to the open ticket and close both our together

• Keep it in the queue for another CSA

• Close it and move on

• Send to another teammate

How do we call customers?

• Via our desk phones

• On our personal device with headphones

• Within the Ticket

• We do not call customers

What should be the first question we ask customers when calling them?

• To give us their account number

• If they are okay with being recorded

• To give us their name and email

• to tell us what they need help with