Email Escalation to iPay88

Background

This process aims to align the escalation process between Setel and iPay88. Besides that, with this email escalation, we can measure the exact MTTA, MTTR and MTTRs from iPay88 for future vendor performance reports.

What is required?

• Zendesk

What is the process?

1. From the complaint ticket, click on "Side Conversation > Email"

2. A new side conversation window will appear. Fill in the details accordingly.

To --> The email address ([e-mail]), cc & bcc if needed

Subject --> The email title (Setel | <Issue Summary>)

Send a message --> Type the email content

Example of written email

3. Click "Send" to send the email

Example of sent email

An internal note will be created in the ticket that will open the side conversation if clicked

4. Ticket status will change to "Open" once we send email or receive email from the side conversation

5. Agent can continue to reply in the same side conversation thread to continue the email discussion

6. Solve the ticket once the issue has resolved