Specialist Notes:


The primary goal of phone support is to schedule a call with the team lead.  


Chat
Ticket
If a user is in Chat, please attempt to get a time frame that the team lead can use to schedule a meeting.  Preferably, we would like the team lead to handle this ticket; however, if it is the weekend or if the team lead is off, please work with the user to schedule a call.  


IMPORTANT!

  • Always acknowledge that they are requesting a phone call.
    • You can try and offer troubleshooting without a phone call or try and gather information that would help make the phone call easier, however, we always need to acknowledge that they want a call.
  • Ask for availability for a SCHEDULED phone call.
    • Do not say someone will call you sometime during that time frame. 
    • Do not automatically agree to the time that they want without checking on the team lead's schedule.
  • If they have confirmed a time, create a meeting for the team lead at that time.
    • For example,


  • Please add ticket ID to meeting invite (see above screen shot for example)


Team Lead Standard Schedules
InikiMon – Fri, 6:00 am – 3:00 pm ET
KateTue – Sat, 11:30 am – 8:30 pm ET
LorenzoMon – Fri, 8:00 am – 5:00 pm ET
VenishaTue – Sat, 9:00 am – 6:00 pm ET


Standard Response
ChatUnfortunately, I do not have direct access to phones here in chat. However, I can create a ticket, and the Team Lead will email you to schedule a call. To speed the process along, could you provide a time frame when you would be available for a call?

If you prefer, I would also be happy to assist you now to expedite a solution.
Ticket

Thank you for contacting End User Support. I understand you’d prefer assistance over the phone. Would you be available for a call on Tuesday at 12:30 pm ET at 555‑123‑4567?


If another time is more convenient, please share your availability, and we’ll be happy to arrange a time that works for you.

Regarding the login issue you mentioned, I checked your account, and it appears it had been marked as inactive. This should now be resolved, so you may want to try logging in again.


Please let us know if Tuesday at 12:30 pm ET works for you.


Kind regards,


Chat Canned Response Code: /phone