T#ck#t H#ndl#ng #mpr#v#m#nt

What is one of the goals of the Ticket Handling Improvement?

• Increase ticket volume

• Provide faster and higher-quality support

• Reduce customer inquiries

• Manual ticket prioritization

What is the main responsibility of the New Ticket Handling persona?

• Handle ongoing tickets

• Sort tickets manually

• Provide first response and initial assessment

• Escalate all tickets to SME

Imagine you're on Follow Up Ticket Handling for High Priority tickets

Is the grouping correct?

• True

• False

Answer explanation

Layer 1 grouping is for NTH

Generic Layer 2 XDT + IM is for FTH generic tickets

High Priority Layer 2 (Nex) is for FTH high priority Nex tickets

High Priority Layer 2 (XDT +IM) is for FTH high priority tickets

Imagine you're on NTH shift for live chat

Merchant reached out to disable their 2FA

You've asked KYC question & merchant answer it correctly right away

Next step is you need to hand over the ticket to FTH to disable the 2FA

• True

• False

Answer explanation

Since merchant has provided KYC answer directly during live chat, NTH can disable 2FA from Admin Dashboard right away and no need to hand it over to FTH.

If merchant didn't respond to our KYC question after 10 minutes, what you need to do is to send an email to the merchant to do the KYC via email, assign the ticket to FTH grouping and put ticket as on hold.

This flow will send a notification to FTH once merchant replied the email or live chat

Grouping will change automatically once I started my shift.

No need to change it manually from my side

• True

• False

Answer explanation

Unfortunately we're unable to automate the group changing as per now.

So you need to change the group for your Zendesk account manually before you start your shift.

With the new THI, I need to work on the tickets as fast as I can while still providing a high quality service so I can handle more incoming tickets.

• True

• False

Answer explanation

With THI, we set a maximum concurrency of the ticket number.

If you take too much time when handling the ticket, the new tickets will not be routed to you and merchants have to wait in the queue longer and can lead to bad experience on merchants' side.

So you need to handle the ticket quickly while still providing a high quality service to the merchants.

Imagine you're NTH persona

Customer reached out about VA transaction that's not received yet on T+1

Upon checking, the transaction is not reflected on AD yet

• NTH: managing expectation > check Settlement Report > if not found yet put ticket as on hold on NTH group

• NTH: managing expectation > send email to acknowledge the issue > create internal notes and hand over to FTH

  FTH: check Settlement Report > if not found yet put ticket as on hold on NTH group for further checking

• NTH: managing expectation > send email to acknowledge the issue > create internal notes and hand over to FTH

  FTH: check Settlement Report > if not found yet put ticket as on hold on FTH group for further checking

• NTH: managing expectation > escalate to FTH directly

  FTH: check Settlement Report > if not found yet put ticket as on hold on FTH group for further checking

Answer explanation

When you received an inquiry like VA checking that is not found yet, you will need to check on Settlement Report that might take some time.

Best practice is to:

• - NTH will manage merchant's expectation & provide SLA > send email to acknowledge the inquiry > create internal notes and hand over the ticket to FTH

• - FTH will check on Settlement Report > escalate for manual payment if needed

• But if not found on Settlement Report yet, FTH will need to create internal notes > put ticket as on hold on FTH group

With the new THI, OS team will also take part in NTH persona

• True

• False

Answer explanation

OS team will fall under FTH persona where NTH can hand over the ticket to OS team if the new incoming inquiry is related to account activation or channel activation.

If the ticket is coming via live chat or WAB, once handed over, OS team will handle it like usual live chat.

As FTH, I need to sweep the ongoing ticket that is assign to me and handle the ticket that is handed over from NTH.

• True

• False

Answer explanation

FTH will handle both ongoing tickets and incoming ticket from NTH.

If there's no incoming ticket from NTH yet, FTH can focus on the ongoing tickets that are assigned to them.

As NTH, I need to sweep ongoing ticket as well.

• True

• False

Answer explanation

As NTH, these are the responsibilities:

- Accepting new ticket & provide first response

- Probe the needed information to decide TSev level & urgency

- If the inquiry can be solved directly > solve it

- If the inquiry needs further check > hand it over to FTH