PROCEDURE

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REQUIREMENTS

Please use the correct status to reflect the current state of the ticket

STEPS

Status

·        New

o  Action: Email Client

·        Client Responded

o  Action: Email Resources

·        Re-Opened

o  Action: Email Team Manager

o  Tag(s): Re-Opened

·        In Progress ß Time allowed to be added

·        Pending Scheduling

o  Action: Email Service Coordinator

o  Tag(s): Escalation, Warm Transfer

·        Scheduled – Waiting on Client

·        Scheduled – Waiting on 3rd Party

·        Scheduled

·        Waiting on Follow Up – Client

o  Action: Workflow emails client for follow up

o  Tag(s): 1st Follow Up, 2nd Follow Up

o  Action: 1 Business Day after 2nd follow up, change ticket status to “Closed – No Response”

·        Resolved

o  Action: Email Client

o  Tag(s): Need Documentation

·        Verify Resolution ß Should be verified within 1 business day

o  Action: Mark Complete

o  Action: Email Survey

o  Tag(s): Need Documentation

·        Canceled

o  Action: Email Client

·        Closed – No Response

o  Action: Email Client

o  Tag(s): No Client Response

·        Closed – No Communication (Ticket reopened due to Out of Office or thank you responses)

·        Closed – SPAM

·        Complete

o  After 5 business days

o  Marked Inactive

o  Any response send email to client and cc support to create a new ticket

REFERENCES

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