Ticket Closure Refresher Quiz

What is a potential reward for maintaining correct ticket closure?

• Shoutouts and Increased QA Scoring

• Increased CSAT Score

• Recognition

Which of the following is NOT mentioned as a field on the ticket?

• Order ID

• Refund Reason

• Credit Reason

• Customer Name

What is the purpose of filling out the fields on the left side of the ticket?

• To generate a report

• To correctly classify the ticket

• To submit the ticket as solved

• To send an email notification

What must be done before assigning a ticket's condition?

• Assign a priority level

• Read a member's request and examine their account or online visit

• Determine the urgency of the request

• Decide the ticket's outcome

How many statuses are there in total within Zendesk? INCLUDING THOSE WE DO NOT USE.

• 4

• 5

• 6

• 7

What is the recommended action if the optional fields are relevant to your submission?

• Leave them blank

• Fill them out

• Ask for help

• Submit without them

What is the benefit of using the correct disposition code when closing a ticket?

• To increase ticket backlog

• To ensure accurate reporting

• To confuse the support team

• To delay ticket resolution

Which Disposition Code is NOT from the Treatment Management Group?

• Cancel Other

• Cancel Insurance Coverage

• TR Confirmation

• Unsubscribe

What is the consequence of using an incorrect disposition code?

• Decreased customer satisfaction

• Inaccurate reporting

• Faster ticket closure

• Inability to close out the ticket

What should you do if you encounter a field that is not applicable to your ticket submission?

• Fill it with placeholder text

• Leave it blank

• Ask a colleague for advice