SOP: Handling Duplicate tickets on Train Support
Document Information
Table of contents
Define the Standard Operating Procedure to respond to L2 tickets and make sure to include the Booking details in the email body to avoid creation of multiple tickets.
Introduction
Handling duplicate tickets on email?
It is essential to include booking details (such as Booking ID, refund amount, refund initiation date, refund TAT, etc.) in the email body. This helps prevent the creation of duplicate tickets if the customer contacts us again through a different channel (chat, call, or direct email).
Important Points
- It is mandatory for L2/Train Support advisors to include booking details in the email body. This ensures that all tickets created under a single booking ID are merged, with the response being shared on the original ticket.
- When merging tickets, L2/Train Support advisors must verify that the customer's concern or query is the same before proceeding with the merge. If the previous ticket has been resolved, Train Support advisors must ensure that the new ticket is not merged with it.
Tools
- Freshdesk
- Oneview
Work Instructions
Step No. | Process Steps | Action | Ownership |
1.0 | Train support ticket created either via L1 (Chat/Call) or Customer directly contacted us through Direct email. |
| Customer |
1.1 | L2/Train support advisor will respond to the customer over the email. |
| Train support/L2 |
1.1.1 |
| Enter the Booking details (Booking id, Refund details etc. )provided in OneView in the email body. | Train support/L2 |
1.2 | Duplicate tickets |
| |
1.2.1 |
| Before responding to a customer, L2/Train support advisor will search using the Booking id and make sure that any other L2 ticket made with the same Booking id should be merged with the original ticket and the L2 advisor will respond to the customer in the original ticket.
Note : L2/Train support advisor will also check if the new ticket has the same concern as the one in the original ticket and then merge the tickets. | Train support/L2 |