Process Flow Summary for Handling Customer Tickets on Freshdesk ( Withdrawal Flow Ticket Decision Tree )

  1. Receive Customer Ticket on Freshdesk

    • Copy Zupee user ID.
    • Toggle to “Admin Panel”.
    • Click on “Change User ID”, paste the copied user ID, and press Enter.
    • Check if the customer is a Power User (PU) or not. 
    • Prioritize PU tickets as Urgent.

  2. Power User (PU) Tickets

    • Search for “PU Users-Callback Macro New”.
    • Call the customer (2 attempts, B2B) and resolve the ticket within 60 minutes.
    • Select the canned response based on language preference (Hindi/English).
    • Edit and send the canned response, keep the ticket as “Open”.
    • Address the specific query raised.

  3. Withdrawal Query Handling

    • If Transaction ID is provided:

      • Copy Transaction ID.
      • Toggle to “Admin Panel”, click on “Payment Status” > “User Withdrawals”.
      • Paste the Transaction ID and check transaction status.
      • Provide appropriate verbiage based on transaction status (Success, Failed, Pending).
      • Make detailed notes and mark the ticket as “Resolved”.

    • If Transaction ID is not provided:

      • Ask the customer for the Transaction ID.
      • Callback after 10 minutes if needed.
      • Follow steps based on whether the customer provides the Transaction ID.

  4. Normal User Tickets

    • Attend tickets after PU tickets are cleared.
    • Follow similar steps for withdrawal queries.

  5. Handling Abusive Language

    • Add note and provide the resolution with appropriate verbiage.
    • Select “Abusive Response” macro and edit content as needed.
    • Remove rating verbiage to avoid D-sat.
    • Make detailed notes and mark the ticket as “Resolved”.

  6. General Steps for Specific Scenarios

    • How to Withdraw: Use “How to Withdraw” Macro.
    • Transaction Status: Check transaction status and provide corresponding verbiage.
    • No Specific Issue Mentioned: Use “Elaborate” Macro to ask for more details.
    • Abusive Language: Handle based on whether the ticket is fresh or reopened and whether the customer is abusive again.

Steps for Withdrawal Query Specifics

  1. Success

    • Provide verbiage: Funds will reflect in 48-72 working hours.

  2. Failed

    • Check if failed transaction is reversed, not reversed, or unset.
    • Provide appropriate verbiage and make notes.

  3. Pending

    • Inform the customer it may take 48-72 hours for status updates.
    • Assure the customer their money is safe with the bank.

Notes

  • Always make detailed notes about the conversation and resolution.
  • Use appropriate canned responses based on language preference.
  • Mark tickets as “Resolved” once the issue is addressed.
  • Handle abusive language appropriately and document any threats.