Issue (symptom, problem, or question)
"Please remove me from your email list. I no longer wish to receive these emails."
"I receive way too many marketing emails. Please remove me from your list."
"I would like to unsubscribe from all emails, please."
Environment
Zendesk, Admin, B2B
Process
Quick Links
Standard Process
Step 1: Check DNC (Do Not Call) in the user's Zendesk Profile
Click on the user's name in the Zendesk Ticket
Scroll down on the left-hand side and check Do Not Call
Step 2: Set "SMS Allowed" to No in Admin -> Customer Profiles
Search for the member in Admin -> Customer Profiles. Scroll to the "SMS allowed" Setting and set it to "No". Save
Step 3: Check DNC (Do Not Contact) in the user's b2b Profile
Access the B2B Portal and search for the user (by F/L Name or Email)
Click on the profile. Under Settings, check Do not contact, then Save.
Enabling DNC in B2B will also remove someone from receiving any mailers from Vida. Please advise the member to contact their associated Paying Organizations if they wish to be removed from their mailers lists as well
Reply to Email
- Complete Steps listed above
- Reply to the user, using the Macro Unsubscribe from Email Comms Requests and Solve Ticket.
Step 5: Add the Ticket # on Support DNC Tracking Spreadsheet
Once the above steps have been completed. Make sure to add the ticket information to the Support DNC Tracking Spreadsheet
DNC Process for Chase/Consult Reminders
Simply add the ticket information to the Support DNC Tracking Spreadsheet. No need to follow the other steps from the standard process.
FINAL DNC STEPS FOR TIER II AGENTS:
Once the above steps have been completed, visit Genesys and search for the members profile, if the member is in Genesys, mark DNC and leave a profile ( DNC - Member requested DNC on ZD).
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