Scenario:
SR Gets Assigned to SSS, assigned to Customer Zipcode, But SR has been Created by CALL CENTRE team or any other Sales DT/SSS of a Different ABE & SR initiator wants it to get assigned on their Board.
Cause:
This happens when the SR is created for the wrong address /Previous Address which is not updated in CRM of the customer.
Preventive Action:
As a preventive measure CC team /DT/SSS who creates the SR has to verify the customer address before initiating SR Creation.
What to do if the SR goes to wrong ABE As creation done, without checking address of the customer?
1.The Ticket Assigned ABE has to confirm the correct address with the customer & has to inform their Cluster Lead to update the Address in the “ Update Address?” in Ticket properties. This action will automatically change the address of the customer in Freshdesk & Freshsales CRM & Ticket assignment will be automatically updated based on the updated address of the customer.
2.The SR initiator ( Walkin DT/SSS) will not have access to the ticket ,as ticket got assigned to different ABE group & SSS. So Walkin DT/SSS can get the current address from the customer manually & email to CRM support team. They will Update Address of the Customer in Freshdesk & SR will be re-routed to current address of the customer.
Screenshot for your reference:
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