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Work Book

The document provides guidance for customer support representatives to handle tickets raised by customers on their CST board Ticket Dashboard for issues with data transferring, check-ins, reminders, and other concerns in their Yosicare.com account. Representatives are instructed to first try resolving issues directly with customers and guiding them to fix problems themselves when possible, otherwise escalating tickets to the appropriate internal team to investigate and close tickets in a timely manner. Sample ticket types and priority customer definitions are also included.

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Vimalnath T
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41 views1 page

Work Book

The document provides guidance for customer support representatives to handle tickets raised by customers on their CST board Ticket Dashboard for issues with data transferring, check-ins, reminders, and other concerns in their Yosicare.com account. Representatives are instructed to first try resolving issues directly with customers and guiding them to fix problems themselves when possible, otherwise escalating tickets to the appropriate internal team to investigate and close tickets in a timely manner. Sample ticket types and priority customer definitions are also included.

Uploaded by

Vimalnath T
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Our customers raise a ticket from their CST board Ticket

Dashboard to Support. Yosicare.com to solve


Issues faced in Data transferring
their issues and concerns faced by them or
assistance needed to solve their concerns. Patients are unable to check-in

Patients Invite not showing in Dashboard

Patients not receiving Reminders Message


FTR Tickets
Unable to view PDF
First-time resolution is to be given to the
customer if the issue or assistance needed by payment not updated
the customer can be resolved in the customer
support itself. Unable to login into Dashboard

If needed guide the customer on his


Dashboard which can be fixed by himself.
CRI Tickets:
Samples in coming slides
Adding /Removing a form to the existing
location /department

Adding / Removing appointment types


CRI board Ticket
Configuration changes
Investigate before raising a ticket in JIRA for
Message setting Changes
resolution
Any changes for existing customer on upsell
Capture the mandatory fields and elaborate
on the issue type while raising a ticket FTR Tickets:
Once the ticket is raised reply the same to the Adding / Removing Sub-user for Dashboard
customer on the TAT of closing the ticket
Turning on/Off Questions in Page CMS
Follow up with the CRI team for faster closer
of the ticket Location Churn / Temporally stop

Once the issue is been fixed, reply back to the Enable Two-way texting for customer
customer on the same and close the ticket Dashboard

Sample issues in coming slides

Priority customers: -

Will determine in ZOHO who is priority


MMD and Elation tickets customer

These Customer tickets will not come to the


Support portal they will directly communicate
with Yosi L2 team to fix the issue.

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