Lunch & Learn: Actions

Welcome to Reputation Lunch N Learn Training!

Each month, Reputation hosts a virtual, live training session focused on one platform solution. Learn about best practices for managing your Reputation program from our experienced trainers through hands-on practice and live Q&A.

REPUTATION Lunch N Learn Series

Collect, Manage and Resolve Customer Issues with a Centralized Solution

Cassie Sneed
Director, Global Customer Marketing

Kasey Kershner
Customer Training Manager

Exercise 1: Action a Ticket

17 STEPS

1. Let’s learn how to action a ticket within the platform. From the navigation bar on the left, click Actions.

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2. Filter the tickets under Queues and click the box for Customer Care.

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3. Click Apply.

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4. Click the ticket to open it up for more details.

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5. Click Open under the right-side panel to change the status of the ticket.

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6. Click In Progress.

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7. Under the ticket, click Respond to this survey.

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8. Use the macros under Select Introduction to access pre-written prompts and assist in your response.

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9. Under Select Signature, choose a fitting option to finish out your response.

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10. Click Respond.

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11. Click Respond.

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12. When ready to close the ticket, click Close.

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13. Click Explain & Close

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14. Add additional comments to the ticket as applicable.

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15. Click the ticket’s close date.

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16. Click Close

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17. That’s it! You have successfully actioned and closed a ticket, allowing you to move on to the next. Head back to the webinar for more insights!

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Here’s an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2212551/Lunch-N-Learn–Action-a-Ticket

Exercise 2: Set Up Ticket Automation

18 STEPS

1. Now let’s take a look at how to set automation and create tickets. Click the Settings icon in the top right corner of the platform.

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2. Click Automation.

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3. Click Create Rule.

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4. Under Trigger, click the dropdown arrow to indicate which customer engagement will trigger the ticket’s creation.

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5. Click Survey.

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6. Click BDP CSAT Survey for customer responses to this specific survey only.

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7. Click into Rule Name and type Below 3 Stars to label the rule.

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8. Now let’s add criteria to automate ticket creation. Click Add Filter.

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9. Under Select, click Location.

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10. Click is equal to.

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11. Scroll down and click BDP – Uptown. Now the tickets created under this rule will be from customers of the BDP – Uptown location.

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12. Click And to add another criteria.

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13. We set up the next piece of criteria to address customers who rated their visit 3 stars or less.

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14. Now we want to set up the action. Click Add.

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15. Click Create Ticket.

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16. Add additional filters to the action in order to sort tickets in the queue later on, send the ticket to a specific user, set the SLA, etc.

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17. Click Save.

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18. That’s it! You have successfully set up automated ticketing logic. Return to the webinar for more insights on the Actions tool.

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Here’s an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2212571/Lunch-N-Learn–Set-Up-Ticket-Automation

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