Zupee Freshdesk Ticket Handling Guide

1. Identifying the User


  1. Copy User ID: From Freshdesk ticket.
  2. Toggle to Admin Panel: Paste User ID and press enter.
  3. Identify Power User (PU): PU tickets are prioritized as Urgent.

2. Handling PU Tickets


  1. Attend Urgent Tickets: Use "PU Users-Callback Macro New".
  2. Call Customer: Attempt twice, resolve within 60 minutes.
  3. Language Preference: Select Hindi/English canned response.
  4. Edit and Send Response: Click "Replace Canned Response", edit content, and send.
  5. Check Call Status:
  • If Not Answered: Follow up as needed.
  • If Answered: Proceed based on query type.

3. Common Queries and Responses


  1. Deposit Not Reflecting (Post 7 Days):
  • Select “Deposit related” in Query category.
  • Add detailed note, send "Issue resolved- Macro", mark ticket as Resolved.
  1. How to Make a Deposit:
  • Use relevant canned response.
  • Add note, send, and resolve ticket.
  1. Deposit Status Enquiry:
  • Verify Transaction ID.
  • Check deposit status in Admin Panel.
  • Provide status update to customer.
  1. Coupon Issues:
  • Check transaction history for coupon status.
  • Use appropriate canned response based on coupon status.

4. Resolving Deposit Issues


  1. Successful Deposit:
  • Inform customer of success, send "Issue resolved- Macro".
  1. Failed Deposit:
  • Inform customer of failure, advise on refund process.
  1. Pending Deposit:
  • Inform customer of delay, assure safety of funds.
  • Use "Deposit Pending" Macro.

5. Handling Abusive Tickets


  1. Fresh Ticket Abuse:
  • Add note with threat, merge resolution response, and send.
  1. Reopened Ticket Abuse:
  • If abusive, add threat note and close ticket.
  • If not abusive, resolve based on VOC.

6. Miscellaneous


  1. Customer Lacks Transaction ID:
  • Ask for Transaction ID, schedule callback.
  • Resolve once Transaction ID is provided.
  1. Mistaken Conversion of Winnings:
  • Inform no re-conversion option, advise utilization in games.
  1. Unclear Issue:
  • Request elaboration, resolve based on provided details.

7. Notes and Categorization


  1. Detailed Note: Always add detailed notes about the conversation and resolution.
  2. Query Category: Select appropriate category for every query.
  3. Status: Mark ticket as Resolved or Closed as applicable.Deposit & Coupon Related