This portal must be accessed via the TeleDirect Web Pop link. If you are seeing this error and are accessing it through the TeleDirect Web Pop link, please note this down when prompted in the next steps.
Active Call
Operator: —
Call Ref: —
Caller ANI: —
DNIS: —
📋 Notes for CSR
Greet the customer and confirm you are speaking with the right person.
Ask: "Can I get your ticket number? It would look something like HELP-42 or TECHOPS-15."
Ask: "Can you confirm the email address you used when you submitted the request?"
Enter both below and click Look Up Ticket.
If the lookup fails, let the customer know you were unable to locate the ticket and ask them to verify their information.
Ticket Lookup
📋 CSR Script — Ticket Status
Read the ticket status to the customer: "I can see your ticket is currently [STATUS]."
If Open/In Progress: "Our team is actively working on this. You will receive an update by email."
If Waiting: "We are waiting on additional information. Please check your email for our last message."
If Closed/Resolved: "This ticket has been resolved. If you feel the issue is not fully addressed, please let us know and we can reopen it."
Ask if the customer has any other questions before ending the call.
Priority
Project
Reporter
Assignee
Opened
Status
Recent Activity (last 3 comments)
✓ An internal comment was added to let the team know the customer requested an operator to check the status of this ticket.