Go to SimplrFlex
All Collections
Handling Tickets & Chats
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