CEG Trouble Ticket Rundown:
- A CEG Support Agent receives a telephone call, email, or other communication from a customer about a problem.
- The technician verifies that the problem is real, and not just perceived. The technician will also ensure that enough information about the problem is obtained from the customer. This information generally includes the environment of the customer, when and how the issue occurs, and all other relevant circumstances.
- The technician creates a ticket (in this case a Trouble Ticket), entering all relevant data, as provided by the customer and enters it into a Ticket on FreshDesk. For more info on how to make a ticket on FreshDesk
Click Here. - As work is done on that issue, the Trouble Ticket is updated with new data by the CEG Support Agent. Any attempt at fixing the problem should be noted in the notes. Ticket status most likely will be changed from open to pending.
- After the issue has been fully addressed, the ticket is marked as Resolved in the Trouble Ticket on Freshdesk. For more info on the “Status of a Ticket”
Click Hear. - If the problem is not fully resolved, the ticket will be reopened by QA and given back to the last CEG Support Agent or escalated a higher Tier.