Customer Service

Ticket Recieved Processes

(Zendesk)
Process Overview If a customer confirms the problem has been solved,
then submit the ticket as closed

If the customer does not respond after 5 days, the

Claim the Ticket by
messaging the ticket #
Claim Ticket
in the "Customer Service" forum
on Upwork
ticket will be closed
Unless there is 100% certainty the issue is resolved,
submit tickets as "pending"

Claim the Ticket by messaging the ticket # in the

"Customer Service" forum on Upwork

Refer customers to support.lumenari.co:

Read Ticket & "We are happy to answer any questions that come
Determine Issue
up. For added support, feel free to checkout the
support page on meetela.com" - If the email ends in
@newegg @walmart @bestbuy @amazon or any
other retailer, send the same message, but state the
website as meetela(dot)com - this is because
Find Answer: Yes retailers will remove any e-mail or outbound links.
Google Sheets
or Best Practices
Lumenari
Support
Avoid using personal language such as: "you or I"

instead, focus on the situation

for example, Instead of:

Unless there is 100% certainty
Submit Answer
(Zendesk)
that the issue is resolved, When you have switched on the ELA Smart Hub
submit tickets as "pending" from your wall switch, it will take around 30 seconds
for the Hub's WiFi to start up

Use:

When the ELA Smart Hub is turned on, it will take

Has the
Await Response Customer Responded? No
Submit Ticket around 30 seconds for the Hub's WiFi to start up
as Closed
Within 5 Days