Keep Up the PACES: Your Guide to Ticket Wrap-Up

To ensure data integrity, proper documentation, and consistent member communication, agents must complete the wrap-up process following the PACES framework after every interaction.

Profile: Update the User Profile

Before closing any interaction, the first step is to verify and update the User Profile section in Zendesk with the latest details. Even if verification fails, collect as much information as possible to document in the profile.

Required Data Points:

• Name

• Email Address (if applicable)

• Phone Number (if applicable)

• Paying Organization

• UUID (if enrolled)

• Date of Birth (DOB)

• Zip Code

Add Note: Internal Documentation

Secure the "paper trail" by adding a comprehensive internal note. This ensures that any future agent picking up the ticket has immediate context.

• Format: Toggle the message type to Internal Note (the background will turn yellow/beige).

• AI Verification: Review any auto-generated AI notes for accuracy. Correct errors immediately and append manual details if the AI missed key context.

• Initial Status: Keep the ticket in an Open status while working to facilitate ongoing updates.

Contact: Member Communication

Send a high-quality public reply to the member to close the loop on the interaction.

• Resource Utilization: Combine Macros, Knowledge Base (KB) articles, and AI suggestions to construct a complete and accurate answer.

• Personalization: Tailor the content to the specific customer issue. Avoid generic responses that do not directly address the member's concern.

• The Fallback:If there is a lack of specific documentation or case details, use the Follow-Up macro to ensure a reply to every ticket.

   

Environment/Fields: Classification

Maintain proper ticket hygiene by selecting the correct metadata. This step is crucial for reporting and troubleshooting.

• Ticket Form: Choose the form that best matches the specific inquiry type.

• Environment: Flag the correct environment (e.g., Production vs. Sandbox) to ensure troubleshooting accuracy.

• Mandatory Fields: Complete all required fields to prevent routing errors and ensure clean reporting data.

   

Status: Final Disposition

Select the status that accurately reflects the immediate next step in the workflow.

Escalation Protocol

If the ticket requires escalation, follow the specific instructions in the Member Escalations KB.

AI Warning: If using AI for recommended routing, always double-check the source KB article referenced by the AI. Ensure the logic applies to your specific case before moving the ticket.

PACES Training Slides