Phone Ticket Flow

When you answer a phone call through Zendesk the ticket will automatically be assigned to you and it will be marked as open. *Be sure to get the caller's login information! * This will allow us to enter the caller's name and email in Zendesk for records and following up. 

If you can resolve the caller's issue over the phone, do so. If not gather all the information you can about the issue, then work on resolving the issue. Once the issue is resolved updated the requester on the status of the issue, update the requester's contact information, and then solve the ticket. 

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