Handling Tickets & Chats

What's the best way to handle tickets and chats on the SimplrFlex platform?

13 articles in this collection
Written by Cory, Bradley Warren, and Adam Grace

General Information

Help with a Ticket or Chat

How can I get help with a Ticket or Chat?

Written by Adam Grace
Updated over a week ago

Resolving Chats and Email Tickets

When should I resolve a chat or email ticket?

Written by Adam Grace
Updated over a week ago

Take Only Chats or Emails

Is it possible to only receive chats or emails?

Written by Adam Grace
Updated over a week ago

Escalating Tickets

When should I escalate a ticket?

Written by Bradley Warren
Updated over a week ago

Ticket Volume

How many tickets or chats will I receive?

Written by Adam Grace
Updated over a week ago

Ticket/Chat Routing

How are tickets/chats routed to Experts?

Written by Adam Grace
Updated over a week ago

Foreign Language Tickets

How should I handle tickets in a foreign language?

Written by Adam Grace
Updated over a week ago

Personally Identifiable Information (PII)

What is PII and how should I handle it?

Written by Bradley Warren
Updated over a week ago

Dealing With Customers

When Customers Become Threatening

How should I handle a customer who exhibits threatening behavior?

Written by Bradley Warren
Updated over a week ago

Angry or Irritated Customers

How can I identify and respond to angry or frustrated customers?

Written by Cory
Updated over a week ago

Answering Email Tickets

Best Email Formatting Practices

How should I format responses to customers?

Written by Cory
Updated over a week ago

Ticket Timetables

How long do I have to accept/answer/resolve tickets?

Written by Adam Grace
Updated over a week ago

Answering Chats

Chat Timetables

How long do I have to accept, answer, and resolve chats?

Written by Adam Grace
Updated over a week ago