CS Team will prioritize incoming service tickets as low, medium, high, or urgent priority trice per day 8am, 12pm and 4pm. If CS Team member is contacted directly via email or phone, they will create a ticket in Zendesk. They will notify the sender of the time frame to complete the task.
When an Zendesk ticket is opened for a customer.
The assigned CS team member will respond to the customer and process all new request tickets within 4 business
For low priority tickets, Assignees agree to update ticket when complete.
For medium priority incidents, Assignees agree to update ticket daily.
For high priority incidents, Assignees agree to update ticket daily every 4 hours until
For urgent priority incidents, Assignees agree to update ticket daily every 2 hours until
To indicate an urgent or high-priority requests, clients shall be trained to include the urgency level in the title of the request sent to support@actifi.com.
If a ticket cannot be closed within the allotted time frame, CS Team will communicate to requester an estimated timeframe to complete the request.