Handling Tickets & Chats

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

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14 articles in this collection
Written by Cory, Bradley Warren, Adam Grace and 1 other

Tone/Phrase Guide

How to assist rude customers

Written by Krystal Rowland
Updated over a week ago

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