Subject: FW: Ticket categorization
From: Deeksha Dadu <[email-masked]>
To: Ashish Dabral <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Date: Fri, 19 Jul 2019 15:01:13 +0000

From: Charlotte Jansen <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 23 May 2019 at 7:53 AM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Paul Keary <[email-masked]<mailto:[email-masked]>>
Subject: Ticket categorization

Hi Deeksha,

Here are the categorization errors from last week, I understand why the agent would have marked the first two as login but we need to be consistent so that our reports are accurate.

2278 – not ‘login’ – should be ‘On-boarding’ (as it was an issue logging in for the first time)
2771 – not ‘login’ – should be ‘user error’ (as the issue is a deleted App)
2272 – not ‘entitlements’ – should be ‘sync’ (as the issue is an offline device where classes are not syncing across)

Here are the categories again.  I’ll add this to a Freshdesk article:

AV – classes failing due to an error in the setup, questions around required equipment
Playback – reports of the same release playing
Downloads – corrupt, stalled downloads. Download advice.
Entitlements – Salesforce issues.
TRP – Scheduling bugs
Sync – offline devices that are not sync’d with the scheduler
Functionality – features in the APP that don’t exist
On-Boarding – any error with logging in for the first time and downloading content for the first time
Login – Any scheduler or APP login problem
User Error – deleted APPs, wifi connectivity issues, scheduling errors, App use errors
Duplicate – tickets where another ticket has already been raised for the same issue
Invalid – not a Virtual support ticket

Thanks

Charlotte
Charlotte Jansen | Customer Service Manager
Les Mills International | [email-masked]<mailto:[email-masked]>
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