Across
- 2. This is the type of form that is required to be filled out completely before escalating a ticket to a Photo Tier 2.
- 6. This is the form that is required for all new tickets created
- 8. What is our ticketing system called
- 10. This is the part of the matrix that explains what is happening to the component
- 11. These are used in every Vselect ticket to alert supervisors and the warehouse the level the equipment will need shipped to the store
- 13. This is the type of documentation we require for all ticket notes
- 14. This is required to be offered at the end of the call. Its kind of like your receipt of your call.
- 15. This is the part of the matrix that explains what lab type you are working on
- 17. You should always remember to do this when you are on the phone because it can be heard over the phone.
- 19. This is the part of the matrix that explain what you did to fix the issue
Down
- 1. How many hours can a ticket be closed before we are able to reopen the ticket for the same product and issue?
- 3. An example of this is when you summarize what they said and to confirm the issue the store is describing is understood.
- 4. This is the part of the matrix that explain the product that has the issue
- 5. When you create a new ticket, what should the status of the ticket be in
- 7. When a store states that they have done certain troubleshooting steps, but are we required to obtain from the store about the steps that they have already performed
- 9. This is the part of the Vselect ticket that explains how the interaction came from Example- Phone, email, chat
- 12. This is the part of the matrix that explains what is making the symptom happen
- 16. This is a brief description of the issue and should include this format [component-serial number-symptom]
- 18. These are the type of questions we do when we do not fully understand a response, or when answers are vague, or when we want to obtain more specific or in-depth information