TeenSafe Holiday Procedure
On Wednesday the 27th and Friday the 29th, we will be processing TeenSafe tickets. Your Team Lead will assign this task on an individual basis.
Click to View Process
- Team Lead assigns you to process TeenSafe tickets.
- Click on the Unassigned Ticket and read user’s issue.
- If you can answer the ticket with a canned response or a typed response, then open the ticket to answer the issue. (If you do not know the answer, then leave the ticket unassigned and move onto the next ticket. Jim will take care of that ticket later)
- Once the agent has the response, then click on the SEND button only to send the reply to the user. Do NOT click on the SEND and CLOSE TICKET button.
- Once the reply is sent, then to the left, check the box on that ticket to assign this open ticket.
- Then assign this open ticket to the AUSTIN CLOSED queue and leave it there as open.
- Move on to the next ticket and repeat.
Jim Dolliver will then deal with all of the tickets that are unassigned when he returns on Saturday.