Category: Korcett

EVERY ticket must be assigned to your customer using the Requester field in Zendesk.  If the customer’s name does not appear in the drop-down when you type in their email address, this means they need to have a user account created in Zendesk.

See Add New User to Zendesk for instructions.

If you fail to use the Requester field properly, it will cause unnecessary extra work for Korcett.  They will have to close the ticket you created, then create a new ticket that is properly assigned to the customer’s Zendesk account.

Korcett has an engineer onsite at University Centre (New Jersey) for the new couple days. If any support issues come up that could benefit from physical assistance, please post the ticket number in ticket #15246 and it will be followed up on.

Before submitting your ticket in Zendesk, ALWAYS verify the account number in KMC.

Korcett is reporting multiple instances of our agents ticketing the wrong account number.  You MUST validate that the account number is correct from KMC.

Going forward, be sure to offer your caller a ticket number to reference your interaction in the future.  This is now a requirement on every Korcett call.

There is a new field in Korcett’s ZenDesk specifically for ContactWorks agents.

Whenever we submit a ticket, we will need to select our name from the ‘ContactWorks Agent’ drop-down field.   This is required for every ticket.

Ask your team lead or manager if you have any questions.

Haverhill Place had maintenance conducted by Suddenlink on Friday 12/27/2013 where they did an overhaul of the entire switch network. They did not notify us of any intended maintenance and during which time they ran into problems and believed rebooting the Korcett server would resolve the issue. In actuality they made the issue worse by rebooting a Korcett server that had an uptime of going on 3 years. Due to the unforeseen reboot our firewall rules were not saved to the latest version and upon reboot the site stopped passing traffic while our server was in authentication mode. For us to allow traffic to pass normally we had to disable the authentication service for the site and residents are set to a standard speed. This has caused recent calls from residents not getting their allocated speed they may have recently purchased.

We are attempting to resolve the issue remotely but we are having no luck, therefore a maintenance window has been set for 1/20/2014 to resolve this issue along with others. Until then residents will only be offered a 1 month extension on their purchased speed, if they are not satisfied inform them it will be 24 to 48 business hours for a response on a refund and at that point the ticket needs to be escalated to Korcett.

Inform the resident the following and resolve the ticket:

Unfortunately at this time we are conducting maintenance for the site. Our partner Suddenlink Communications is fully aware of the issue and we are working closely with them to ensure the best possible service. The maintenance for this site is expected to complete by 1/20/2014 and until then the site may suffer from slow speeds due to peak usage. If you have anymore concerns with the site’s bandwidth speed post the completed maintenance please contact the Korcett support team.