Ticket Handling Process

When a ticket is submitted into Support this will come into our General Pipeline. From there we will review the contents of the ticket and assign this to either the Merchant or Member Pipeline. This will primarily be done by searching the email address we have received the ticket from and searching this under both the Member & Merchant section of the admin portal. If the ticket is from a merchant, we will want to also confirm they are a registered employee for the business. If not then we will reply with our unregistered employee email template requesting an admin to add them as an employee in the business portal. You will also want to see if the email address returns a merchant account but then is not associated as a contact in hubspot. If not and the email does return a merchant then add the email address as a contact on the Company in hubspot.  These pipelines track the volume of tickets we get from either end users (Member) or Businesses (Merchant)

Review the information they have submitted. For example if they have advised the issue is they are having issues logging into the business portal then we’ll want to ensure the email address they have contacted us from is registered as an employee under the branch associated with the merchant. If so then the next step is to ensure that the email address is enabled / active. If so then the best course of action is to suggest a password reset to the affected user, allowing them agency to set a new password and attempt a login.