Notes on Ticket Follow up & Close(Noora)Updated 3 years ago

1️⃣What kind of Tickets can be closed directly, with no need to Follow up?

1. Problem has been solved→→→→→→→→→ Reply&fill out the classification→ Close

(e.g. simple pre-sales consulting, customer replies that the missing part has been found, found of the missing package, etc.)

2. The customer has agreed to the refund amount and the refunded →→→→→→ Reply&fill out the classification→ Close

3. Resend and provided the tracking number to customer→→→→→→→→→ Reply&fill out the classification→ Close

4. Tickets with MSG Tag→→→→→→→ Reply&fill out the classification→ Close

5.Advertising Messages→→→→→reply"No.thanks"→→→→ Add"AD"&Close

6. Advertising email→→→→ Add"AD"&Close

2️⃣Other Tickets need to be followed up:

⚠️Regulations for the Fezibo site： All emails about storage need to be followed up

Step 1:My replied→→Follow the above rules to close the tickets that do not need to be followed up→→Select the tickets that need to follow up→→Apply Marco

Step 2:Choose a Marco for snooze→→→→→Apply Marco to Tickets

Step 3:

Scenario 1: Customer received the follow-up email and replies to us →→continue to solve the problem →→→problem solved→→fill out the case classification→ Close

Scenario 2：Customer received the follow-up email and no repliy→→→Snooze time up→→→→fill out the case classification→ Close

Scenario 2：Customer received the follow-up email and no repliy→→→Snooze time up→→→→→→Unable to identify the problem →→Add tag“UL"→ Close