How to handover a ticket to another office


Latest update: - Jordan Smith

Objective

To correctly handover a ticket to another office if the retailer requires a call-back or a more timely reply in a particular timezone.

Setup

  • Google Calendar
  • Slack 
  • Zendesk

Steps

Create a ticket booking on Google Calendar

  1. Add Support Ticket Bookings to your Google Calendar
    Screen_Shot_2019-01-09_at_12.55.56_PM.png
  2. Create a new event by clicking Create at the top left
  3. Click More Options
  4. Select the Support Ticket Bookings from the drop down in the screenshot below
    Screen_Shot_2019-01-09_at_12.50.17_PM.png
  5. Add the name of the retailer and reason for the callback in the title, e.g Call John - WooCommerce questions
  6. Ensure the booking date/time is relevant to the office timezone
  7. Add a link to the Zendesk ticket in the booking description 

Additional Information

Let the Pod Lead in the relevant office know that you have created the booking via Slack.

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