Part 1: Organization
Each Firm in vPPO and vPromotions exists in Zendesk as an Organization. These are updated nightly but can also be updated on-the-fly from an admin tool in vPromotions. See THIS ARTICLE for more on doing that update.
Zendesk will also sync some fields from our Firms for your reference:
Fields specific to the firm should be self-explanatory. We'll be working with Luis to hopefully add some fancy integrations with this saved information and being able to see it all inside of 2.0 down the road.
Part 2: The Ticket
Every AR team member has specific firms that they are "point" on. As a point person for a firm, you are expected to follow up with them regularly. Along with this, you should take copious notes on their needs, concerns, and progress. Settings for these self-assigned tickets should look something like this:
Part 3: Status and Tags
Open and Pending are the ONLY status options we will use on AR tickets. Zendesk demands that "Solved" tickets get closed and then they are of no use for us in this AR setup. Only using Open and Pending also allows us to automate the tickets coming back around for attention.
We repeat: OPEN and PENDING are the ONLY STATUS OPTIONS for our AR tickets.
We control when they come back around with the tags. The only tag you REALLY need to have on these tickets is the single time-interval tag. You must use the defined tags so that a Pending AR ticket will automatically notify you and become Open again, that many days in the future.
Only use these tags:
- ar_7
- ar_14
- ar_30
- ar_60
- ar_90
- ar_120