When and where does a ticket get created?
Creating a ticket serves as a proactive measure to ensure that unresolved issues are addressed promptly. A ticket can be triggered and created in the following ways:
- Unknown transaction: When users are unable to find a specific transaction in the transactions list, they click on “My transaction is not visible”. This is a Call To Action for the user. This leads to creation of a ticket. During this process if the user identifies it as a fraudulent transaction, they are then directed to the next page to report a fraud. If the user does not consider this as fraudulent, then they are led through the resolution process via the new ticket that is created.
- Call/ Chat with Agent: The user has the option to call/ chat with an agent during the GRM process. When the user exercises this option, a ticket is triggered and created from the back-end, from the agent’s side.
- Problems with transactions: If the user is not satisfied with the given self-resolution for issues, they may click the answer “No” in response to the question “Did we solve your issue?”. The “No” answer will lead to ticket creation for providing further assistance.”