While raising a ticket, store teams are required to mark the designated field coach in CC. But in any case the store team fails to do so, POCs should mark the designated field coach in CC. So whenever a ticket is raised, it is a good practice to check if the store team has marked their field coach in CC.
When a ticket is raised, there can be possibility that the store team has selected wrong ticket category. For example, let’s say that the issue is related to Zomato/Swiggy and IT team looks over that issue but the store team has selected ‘Analytics Dashboard issues’ as the ticket category, in such case, the issue will be shared with analytics instead of IT. So POCs are required to change the ticket category as per the issue and share that ticket with the concerned department.
For the ‘comments’ functionality to loop a member, always select ‘Private’ comment and not ‘Public’ comment. If you select a ‘Public’ comment, the comment will be visible to store team in their portal.
In case a POC needs to raise a ticket on behalf of the Store team, they can do so by clicking on ‘Add Ticket’ option present on top right corner in Zoho Desk.
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Best Practices