Preamble

Often, our coaches will reach out to support to report issues on the user's behalf. This article outlines the steps necessary to process these tickets. 

What a Member Support Request from a Coach looks like

A Coach opens a ticket that says something like "My client is experiencing issues with X." This type of ticket requires us to then reach out to the user to further investigate. The coach will usually provide a team code or UUID for reference.

Part 1: Extract member and support details and apply them in a New Ticket

Details from the ticket you'll want to note before proceeding below:

• Team Code or UUID
• Support ticket Number (For this example, we'll say it's #123456)
• Support details

Go to admin and search for the Team code provided in the ticket. 

Click into the Team Code and grab the member's email (copy to clipboard).

Navigate back to Zendesk and create a new ticket and perform the following:

1. Add the member's email in the requester field (Note: the member will likely have a Zendesk user profile to choose from).
2. Assign the Ticket to yourself
3. Add the Subject "Vida Support - Issues with [Issue]"
4. Write the coach ticket number in an internal note
5. Submit the ticket as New.

IMPORTANT NOTE: It's EXTREMELY important for our reporting that we submit an internal note FIRST (Step 4) before sending a public reply. If sending a public reply first, Zendesk will not treat that as your first reply and, therefore, the timer will keep running until your next public reply on that ticket.

After the above steps are complete, use the following macro to begin your reach out to the member: 

Member Support from Coach Ticket - Member Response

Double-check and make sure that you've tailored the response based on the issue and are using the appropriate tags before sending it.

Part 2: Closing out the Original Coach Ticket

Navigate back to the coach ticket and

(1) Choose the Coach Duplicate Ticket Form

(2) use the macro Member Support from Coach Ticket - COACH Response

(3) Click on Coach Support Request Type and choose the appropriate request

(4) Submit the ticket as Pending and Stay on Ticket

To bridge the member ticket you created earlier to this coach ticket, (1) write the member ticket number in the internal note and (2) Solve the Coach Ticket.

Proceed in working with the member on the newly created ticket as you normally would, providing assistance until a resolution is met.

If a coach follows up with a status update...

Refer back to the member ticket noted in the internal note and provide an update to the coach.