WorksheetsT#ck#t H#ndl#ng #mpr#v#m#nt
Total questions: 10
Worksheet time: 5mins
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
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
Grouping will change automatically once I started my shift.
No need to change it manually from my side
True
False
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
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
With the new THI, OS team will also take part in NTH persona
True
False
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
As NTH, I need to sweep ongoing ticket as well.
True
False
