Follow-up Process & Handling Unresponsive Tickets

This article will offer a comprehensive walkthrough on how to effectively carry out a follow-up process with tickets. You will learn the right actions to take, methods of setting reminders, and the proper way to reach out to customers.

WE FOLLOW UP ON A TICKET IF THE CUSTOMER/CALLER:

• Did not provide any information.
• Did not respond when requested to provide additional information, such as corrections or clarifications.

NOTE:

• When a missed or abandoned call/email is added to a ticket you are following up on, the follow-up process starts again from the beginning.

 

Refund Request Follow-Up Process(Not applicable to US Passport Industry):

Sample Ticket

1ST DAY - 1st update, initial grab of the ticket.

• Customer mentioned refund through email or voicemail.

2ND DAY - 2nd update. If the customer is still unresponsive, make a second follow-up.

Action needed:

• With linked order: EMAIL, CALL and TEXT
• No order linked: If number only, call and text. If email only, send email. If they provided a phone number in the email, use the number to call them back and send a text.
• If you still can't reach the customer, Internal note: 2/3 (If unable to get in contact with cx, make a note)
• Submit ticket as PENDING

3RD DAY - 3rd update. If the customer is still unresponsive, make a third follow-up.

Action needed:

• With linked order: EMAIL, CALL and TEXT
• No order linked: If number only, call and text. If email only, send email. If they provided a phone number in the email, use the number to call them back and send a text.
• If you still can't reach the customer, Internal note: 3/3 (If unable to get in contact with cx, make a note)

You can escalate the ticket for a refund request at the end of the day or the following day after your 3rd update.

 

General Inquiry Follow-Up Process:

1ST DAY - 1st update, initial grab of the ticket.

• No solid communication has been established with the customer/caller via email, call, or/and text.

E.g. #1

E.g. #2

E.g. #3

• Unable to reach customer: Internal note: 1/3 (If unable to get in contact with cx, make a note)
• Submit ticket as PENDING

2ND DAY - No response from the customer, No Action Needed

3RD DAY - If the customer is still unresponsive, make a second follow-up.

Action needed:

• With linked order: EMAIL, CALL and TEXT
• No order linked: If number only, call and text. If email only, send email. If they provided a phone number in the email, use the number to call them back and send a text.
• If you still can't reach the customer, Internal note: 2/3 (If unable to get in contact with cx, make a note)
• Submit ticket as PENDING

4TH DAY - No response from the customer, No Action Needed

5TH DAY - If the customer is still unresponsive, make a third follow-up.

Action needed:

• With linked order: EMAIL, CALL and TEXT
• No order linked: If number only, call and text. If email only, send email. If they provided a phone number in the email, use the number to call them back and send a text.
• If you still can't reach the customer, Internal note: 3/3 (If unable to get in contact with cx, make a note)

         

6TH DAY - We have not received any response from the customer after three attempts to follow up. Therefore, we will classify them as unresponsive.

Action needed:

• Make an internal note, "customer unresponsive - closing ticket"
• update assignee to "Unresponsive Customers/your name"
• Submit ticket as SOLVED

           

HANDLING UNRESPONSIVE TICKETS FOR BOT ISSUES:

TSA/GE/NEXUS/SENTRI Bot Issues 

• Update the ORDER STATUS to "Unresponsive"
• Make an internal note, "@Roxy V customer unresponsive"
• Update assignee to "Unresponsive Customers/Roxy V"
• Submit the ticket as OPEN

US PASSPORTS Missing Labels

**Take a look at the example ticket by clicking on the screenshot.

• Update the ORDER STATUS to "Unresponsive"
• Make an internal note, "@Roxy V customer unresponsive"
• Update assignee to "Unresponsive Customers/Roxy V"
• Submit the ticket as OPEN

EIN Bot Issues

Sample Ticket: EIN Unresponsive Customer

• Make an internal note, "@Vincent Ryan V customer unresponsive"
• Update assignee to "Unresponsive Customers/Vincent Ryan V"
• Submit the ticket as OPEN