Ticket Handling- Level One Check

Ticket Handling- Level One Check

Ticket Handling-Level One Check

Ticket handling level one check indicates the procedures for collection required details for processing tickets (RMA,ARS,Service Center)
Most of the time required details will be available when the ticket is raised, Details will be mentioning or attached when the ticket is raised.
In some cases we have to  gather the information internally for processing the ticket , As a premium service provider we can try to collect maximum details internally rather than requesting customer assistance.

We are following a standard process for every tickets so we need to update every ticket fields, attain required documents to follow the procedure.
Some times when a ticket is raised their will not be enough data to process the ticket, In these situation we can collect the data from related previous tickets.
For this we can use search option in Zoho desk.We can collect related  proof of purchases (Invoices, Sales quotation, Purchase order ..),Test results, Serial Number Part number information,Goods Issue / Credit note information,Previous technical issues and concerned persons related to the processes.
  1. Search with company name , Contact person details( name, Mail id)
  2. If there is  mentioned past ticket number, access to that ticket and collect relevant data.

  1. Internal Data collection

Collect data internally
  1. Contacting colleagues :-  Analyze the ticket, collect information on concerned colleagues related to the ticket, Contact them ,request their help to collect information about the ticket issue

  1. Sales person- Customer contact information, Confirming purchases, invoice collection, Support plans, vendor support.
  2. Product specialists (Inside sales) - Product details & specification, Configuration issues, Compatibility,
  3. Service center Technicians - Collect data with Diagnosis process ,Diagnosis plans, Common technical issues, Resolution plans.

  1. Documents Checking :- Check our SharePoint documents and collect required data for processing ticket,

  1. RMA sheet :- All RMA units will be updated in RMA sheet with service tag , Ticket No, Serial number, Part number, Diagnosis result etc.. 
    RMA Serial Numbers.xlsx


  2. Service Center Report :- Every  Service center jobs will be updates in this sheet with Service Tag, Ticket No, Customer details, Material details including Part NO. & Serial No.
    Service Center Report.xlsx


  3. KB Articles & MOP - check the KB database for finding related solutions for the issue, Check MOP Documents for finding the processes to resolve the issue. Also we can check the service MOP documents id the issue is related to Past service center Job

  1. SAP B1 checking : - We can collect documents related to Sales ( Sales quotation, Sales Order, Purchase order, Delivery Note, A/R Invoice, Credit note), Purchase, Inventory from SAP B1
    Please refer following Document to use SAP B1. MOP SAP B1.docx