General Inquiry Ticket (How to Complete)

General Inquiry Ticket (How to Complete)

How to handle a lack of clarity

Customers are not required to know the platform like the back of their hand but a customer should be able to search our help articles to FIND the answer. 

 

There are a few scenarios

1. The help article exists but the customer never searched for it

2. The help article exists but the customer is still confused

3. The help article does not yet exist

 

If the help article exists...

1. Review the help article during the meeting

2. Write it in the Customer Use Case Notes

3. Remind the customer in the post-meeting email that the help article should be reviewed by their team.

 

The help article exists but the customer is still confused...

1. Talk the customer through the platform to fill in the gaps 

2. Write it in the Customer Use Case Notes

3. Create a ticket to edit the help article and specify the gaps

 

The help article does not yet exist

1. Talk the customer through the platform to fill in the gaps 

2. Write it in the Customer Use Case Notes

3. Create a ticket to create a help article and specify the gaps

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