Support vs Support-Customer Tickets

How to identify the ticket if it is from a customer or non-customer. Please see the screenshots below: 

For Non-EIN Customers

1. If the ticket is from Contact Us Form and the assignee is just SUPPORT 

2. Search the name, email address and phone number of the customer in the EIN app. 

3. Input the name, email address or phone number in the search bar. 

NOTE: Most of the time if you search the customer in the app, there could be no results at all. This TOTALLY means that they are not a customer. 

5. Go back to the ticket and put an internal note NOT A CUSTOMER - CLOSING and submit the ticket as solved.

For EIN Customers

1. If the ticket is from Contact Us Form and the assignee is just SUPPORT-CUSTOMER

2. Search the name, email address , and phone number of the customer in the EIN app. 

3. Input the name, email address or phone number in the search bar. 

4. If the customer placed an order with us, you should be able to pull up the order using the information of the customer. 

5. Click the order and you will see the status of the order if it has been completed or if it is still in progress.

NOTE: For NON-EIN Customers, the ticket should only be coming from CONTACT US FORM