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WorksheetsGuidelines in Answering Multiple Open Tickets, Actionable Emails
Total questions: 10
Worksheet time: 5mins
TRUE or FALSE. When answering multiple open tickets with the exact same email body (word for word), the agent who was assigned the most recent email on that same day should answer the email.
TRUE
FALSE
As a rule of thumb, the ticket that should be answered for multiple open tickets is the _______.
Most recent ticket
Oldest ticket
Newest ticket
Easiest ticket
Based on the 15 Business Day Shipping Policy, we should set a task to the following macros except for
IPSY::Shipping/Tracking::Updated Recently or En Route
IPSY::Shipping/Tracking::Missent
IPSY::Shipping/Tracking::Inactive or No Email, Wait
IPSY::Shipping/Tracking::No Recent Updates/Tendered, Wait
We need to set a task for cancellation confirmation, so that we can finalize the member's cancellation before _____ (in case they don’t respond by then).
the bag ships
we create lifecycle
the next billing period
we respond to the member
When refunds and hard cancels are turned off on the 3rd of the month, we need a reminder to refund and/or hard cancel once this feature is turned back on.
What macro should we use to respond to members during this time?
IPSY::Issue::We're Looking Into It Handoff
IPSY::Account::No Hard Cancellation or Refund Hold macro
IPSY::Issue::We're Looking Into It
IPSY::Cancel::Cancel and Refund Before KO
Starting in February we will be retiring Custom Fields by Monthly A/R Items and introducing the use of tracking A/R Damaged items by damage description and individual SKU.
THIS SHOULD BE USED FOR ALL DAMAGED ITEMS, EXCEPT FOR
Subscription items
Refreshments items
Add-Ons items
Commerce items
TRUE or FALSE: If the ticket is a “Spam”, “Duplicate” or “Non-Actionable”,
we should click the "Non-Actionable" button in Zendesk custom fields.
TRUE
FALSE
For Twitter DM and Facebook Messenger cases, you’ll need to (a) enter your signature to your response before sending it to the member.
(Click all that apply) What important information can we get from the ADA Transcript?
Ipster's email address
Summary of the member's concern
Shipping Timeline
Ipster's full name
(Click all that apply) What ticket statuses are being used in IPSY Zendesk?
New
Solved
On-Hold
Pending
Open
