LaCelle 3 Media LLC - WorkTheLead Web Pop
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.
(CSR: If the customer has specified the service desk of the ticket they are getting a status check on, click on it under the Service Desk selector below. It will autofill the beginning prefix, and all you'd need to enter is the actual number.
To get the status of a ticket, the customer will also need to provide the email address that is attached as the primary customer on the ticket. If they don't know it/aren't the ones marked as the Reporter, then thw tool will not let you check the status.)
--- Call Script ---
OK, can I get the ticket number for your request? It will be in the subject line of any emails you received from us regarding that ticket.
(CSR: "PAUSE" and wait for the customer to provide the ticket number. If they can't provide the ticket number, use the appropriate call step in TeleDirect.)
Thank you! And can I get the email address that was used to send in the ticket?
(CSR: "PAUSE" and wait for the customer to provide the Reporter email address. Once you have this, then click, "Look Up Ticket".)
(CSR: If you get an error, and are unable to look up the ticket, proceed to the rest of this script block. Otherwise, continue on the next screen.)
I actually was not able to find that ticket with the information provided, can you double check for me and make sure this information is correct? (CSR: Confirm the information you have entered in with the customer.)
(CSR: If it fails 3 times or the customer cannot confirm further afterwards, move to the appropriate call step in TeleDirect.)
--- Call Script ---
OK, thank you! I got the ticket pulled up here, give me just one moment to take a look here. (CSR: If you see a relevant recent comment that you think the customer might need to be aware of outside of the script, you can inform them of these as well.)
(CSR: If the status is "Open", "Triage Needed", or "Waiting for approval", read below. Otherwise, skip to the next CSR note.)
Alright, it looks like they did receive the ticket and it is in their queue. They haven't quite started working on it yet, but I've already got a message up to them to let them know you called so it gets bumped up in their queue.
(CSR: If the status is "Customer response needed", read below. Otherwise, skip to the next CSR note.)
Alright, it looks like they're actually waiting on some more information from your end. (CSR: Check latest comments and provide the customer with the relevant information, if necessary.)
(CSR: If the status is "Closed", "Resolved", or "Canceled", read below. Otherwise, skip to the next CSR note.)
Alright, it looks like the ticket was actually closed out by their team (CSR: Check latest comments and provide the customer with the relevant information, if necessary.)
(CSR: If the status is "In Progress", "Awaiting [...]", "Escalated", or "On Hold", or something else not stated, read below.)
Alright, it looks like they are actively working on the ticket here. I did already get a message up to them for you to let them know you called, just so they're aware you're wanting an update from them also.
(CSR: If the customer asks about other details of the ticket, if you can see it, you may provide the information to the customer. Otherwise, let the customer know you can only see limited ticket information and don't have that specific detail.)
(CSR: When you have completed checking the status of the ticket, and the customer has no more questions, move on using the relevant call step in TeleDirect.)