Per Adam: Costco Cat request flowing in your Outlook email:
-You can move over into a folder.
- The tickets now flow into the Fresh Desk ticketing system.
-Moving forward CR Team Agent Brixter Eyo will handle inbound Costco Cat requests.
Exception: This does not include:
1. Cancel My Order inbound requests: Jamie & Norma handle.
2. PO Modifications ( example: cancel a product line , change of shipping address) : SA Jamie & Norma handle.
**Norma advised the 2 above requests are sent from a " NO REPLY" email address from Commerce Hub and should not come in through "Costco Cat" requests.
Example : Request for order cancellation from Costco
How To Steps: Transferring Costco Cat Fresh Desk Ticket to CR
Step 1:
- View ticket details , (Once established ticket is a transfer ticket to CR)
- Enter your internal Notes -> (insert canned response)
-Click the Icon "Canned Responses"
-Right side of page populates -> Type Sales Admin -> options will populate
-Click on "Sales Admin Reassigning ticket to CR (Home Depot, Lowes, ETC)
Your Internal Notes now reflects on the ticket
Step 2A:
Top Tool Bar -> Click the 3 "Dots"
-Pop-Up box populates : Select "Execute scenarios"
Step 3B:
- Drop Down List Populates
- Select "Click" option : "Transfer to CR Costco CAT"
Step 4:
- Pop-Up Box Populates
- Click "Execute"
Step 5:
Main ticket screen populates -> pop-up message reflects "Scenario executed"
- NO Further action needed from the Sales Admin
-System has now auto assigned the ticket to:
A) Group Field : Costco Cat
B) Agent Field: Brixter Eyo
View 1:
View 2: Side Cart showing ticket has been auto assigned .
