Quiz: Ticket Management

Welcome to your Quiz: Ticket Management

How often to check for new tickets

30 mins

60 mins

2 hours

Once a day

Either option is fine as long as keep checking regularly

How to convert an email you received from a client into a ticket

By copy pasting email into a ticket

By forwarding the email to support@clinicea.com and then updating the email address

All of the above

None of the above

How to answer an email directly from your laptop or mobile phone and still get your response included in a ticket.

By copy pasting the email into a ticket

By going to ticketing site and creating a new ticket

By including support@clinicea.com in your ticket

All of the above

None of the above

Which tickets can be deleted

Tickets that are closed

Tickets that are spam

Tickets where a customer is not identified

All of the above

None of the above

Before deletion what should you do

Take permission from your supervisor

Make a note of the ticket your are deleting

Mark the ticket as spam

All of the above

None of the above

Which tickets can remain open at the end of the day, where open means ticket is awaiting response from Clinicea

Tickets where the bug cannot be replicated

No tickets can remain open

Tickets where the technical team is yet to respond

Feature requests

Online meeting requests

What to do if you do not know the answer to a ticket?

Buy time with a standard response

Ask your team members for help

Do not respond to the ticket till such time you have clarity

None of the above

And what should you do to get an answer to the ticket, which you do not know the answer to

Replicate the issue

Talk to your supervisor

Raise an internal query on skype

All of the above in that order

What to do if a client reports a bug in the ticket?

Replicate the bug and buy time from the client

Buy time from the client

Buy time from the client and inform the technical team

Buy time, replicate the bug, inform the technical team

What should you do if bug is not confirmed at your end?

Read the ticket again and try again

Ask the client for a screenshot

If urgent, ask the client for an online meeting

All of the above

How to involve the Technical Team for assistance with a ticket

Contact the nearest developer

Contact the Technical Head

Ask your supervisor for permission, and then reach out on skype group

Ask the Support Head for help

None of the above

What to do when a Technical Team gives a resolution to you for a ticket

Inform the client right away

Ask the technical team for detailed explanation and give same to client

Check the issue yourself on client account and then email the client

Check the issue yourself on client account and then reply to the ticket of the client

What should you do if you give a date for resolution of a ticket to the client and it is met by the Technical Team

Congratulate the Technical Team

Email the client

Inform your team members

Update the ticket

All of the above

None of the above

What should you do if you give a date for resolution of a ticket to the client and it is not met by the Technical Team

Do nothing till you get a revised date

Apologies to the client and ask for more time

Apologies to the client and give a new date for delivery

Apologies to the client, give reason for delay and give a new date for delivery

What should you do if you do not know the answer to a ticket

Make an educated guess

Ask your supervisor

Read the faq and ask your supervisor

All of the above

When is a ticket auto closed

When no party responds within 48 hours

When no party responds within 72 hours

When support does not respond within 72 hours

When support does not respond within 48 hours

When client does not respond within 48 hours

When client does not respond within 72 hours

A ticket cannot auto close