Steps to process Support requests from HR Phone Line

Preamble

HR sometimes receives voicemails from members into Vida's office phone line. When this happens, HR will forward the voicemail to Support so that Support can handle the member questions/concern.

These tickets will follow the template below:

Steps that we need to take:

If the member reached out through a phone call.

1. Visit Admin> Users and enter the name (email address if provided) of the member to identify the member.
   
   • Create a separate ticket, assign it to yourself, and remember to complete the left sidebar ticket fields
   • Reach out to the member via the phone number they provided
   • Go through the process of verifying the member using admin or b2b. Many times these members have not enrolled yet and are looking for more info about Vida. If this is the case, please verify whether they are eligible, answer their questions, and help them enroll if appropriate.
2. Closing out the Original HR ticket
   1. Navigate back to the original ticket and use the macro Client Support from HR - HR Response and Submit the ticket as Pending and Stay on Ticket
   2. Revisit the Client ticket and copy the ticket number
   3. Go back to the Original (HR) Ticket and merge it with the client's ticket. View this article to find out how to merge tickets: Merging tickets
   4. Finally, solve the original ticket

Proceed in working with the client on the newly created ticket as you normally would. Make sure to also complete the member's Zendesk profile once you find their admin or b2b record.