In the world of support tickets, simplicity is key. Let’s break down a few rules to keep the process straightforward:
1. Opening New Tickets:
When dealing with updates to existing issues in the same group, consolidate them into a single ticket. Avoid the chaos of 10,000 separate tickets; one ticket with new replies is the way to go. When a ticket is closed, open a new ticket for new requests.
2. Reopening Tickets:
Only reopen a ticket, if something went awry with a pre-closed request. This ensures that the focus remains on addressing the actual issues, rather than creating unnecessary back-and-forth.
3. New Requests, New Tickets:
For groups or requests without currently open tickets, initiate a fresh ticket for each new group. This maintains clarity and prevents confusion by keeping individual concerns neatly organized.
4. Ticket Category:
When starting a new ticket/request, be aware of which category your request is. Currently there is a Foleon (west.acrisure) & WordPress (mybenefits.cc) category which are for typical updates for clients on each of those platforms. Then there are two others: Renewal/Open Enrollment and New Client Website. Use the Renewal/Open Enrollment category for the initial request for the renewal updates, additional requests after that ticket is closed use the Foleon or WordPress category depending on where the website is hosted. The New Client Website category is for the initial build of a new client’s website; the ticket will gather most information our team needs to build out a website for your new group!
By adhering to these guidelines, navigating the ticketing landscape becomes a breeze. Simplify, consolidate, and ensure your team stays on top of requests without drowning in a sea of unnecessary tickets.
How to Submit a Ticket:
You can create a new ticket with the button next to the search and notification bell (need a tour of FoxyHelp watch this video or need an account please refer to this article)
It is important to select the proper category of your ticket so that the right team gets notified of your request. The subject portion of the ticket should include the company’s name as well as a short indication of what the ticket is about. EX: Chime Required Postings.
- The “Over 100 EEs button” and the “Clients Company Website” box is necessary for new website builds. Learn more about new website builds and what is necessary in this article.
- The “Benefits Site Link” Box is necessary for the website team to quickly navigate to the company’s website to make the necessary updates. Priority is very important. Make sure to accurately put your ticket priority level so that the website team can efficiently work on incoming tickets.
- The “description” box plays a crucial role in ticket creation as it provides essential details about the task at hand. Please use this space to describe the document you are submitting, specify its intended title (if applicable), indicate where the document should be placed, and include any additional comments or questions you may have for the website team. This information helps us efficiently address your request and ensure that your document is handled according to your preferences.
Finally, remember to attach a zip folder when you are uploading 10 documents or more. You can upload presentations, images (including clarification screenshots), Word documents, and PDFs. For more information on acceptable file types and upload guidelines, please refer to this article.
Once you’ve completed filling out the ticket, simply click “Submit.” Please note that if any required fields or the description textbox are left unfilled, you won’t be able to submit the ticket. To reference the ticket later, click on “View Ticket Details” after submission. You can also find it on your dashboard under “Active Tickets,” or if it’s already closed, it will appear under “Closed Tickets” and “All Tickets.”
In the ticket details section, you’ll be able to view your message, attachments, additional details, and any responses from team members. From here, you can send responses, attach additional files, and track the progress of the ticket. Attached files will appear at the bottom of your text box.
If you have a lot of documents to upload, consider uploading zip files or submitting separate response within your ticket with your necessary files. To learn how to create and manage zip files refer to this article. It is important to note when submitting a ticket what you need done with the website.
Do you need:
- Documents Uploaded (what can be uploaded?)
- A New Website (what should be provided?)
- A Split Site (why and when split?)
- Translation (when translated websites are necessary?)
- A Video Upload (how can videos be uploaded?)
If you ever have questions please refer to the knowledge base or reach out to the website team. We would be happy to help you if you are having trouble or running into problems.