Waiting on Third Party

Review all tickets in Waiting on Third Party Status. Scroll to the last page to see if there are any that are 6 months or older.

Find the You Track ticket and open it up. If the priority of the You Track ticket is 50, change the priority to 20 and change the status to Won’t Fix.

Add this note to the Freshdesk ticket:

Shift closing this ticket and closing it in You Track -- over 6 months old; only one report. Set priority in You Track to won't fix (20).

Shift + Close the ticket.

You can also shift + close any tickets where the member was refunded (as a response will no longer be necessary).

Note: Some members are sensitive to us closing tickets and get upset if the bug has not been resolved. Quickly scan the ticket first for these types, and leave those ones in Waiting on Third Party status.

If the priority of the You Track ticket is greater than 50, add this note to the Freshdesk ticket:

Shift Closing this ticket because it is over 6 months old. Create new Freshdesk ticket when the You Track issue is released to let the user know when it has been resolved.

Shift + Close the ticket.

Waiting on Customer

Review all tickets in Waiting on Customer status that we have been waiting for a response for 6 or more days. Carefully, read the ticket to see if:

We left them an instruction on how to do something i.e. css fixes and no further response is required and/or 

The last response from the customer was after the issue was resolved and we asked them to let us know if they have any further questions or to keep us posted and/or

We responded that a particular functionality is not available. (These tickets are prone to result in extremely unsatisfied survey results -- and we only want productive and constructive feedback.)

These tickets can be Shift + Closed.

You can change the status of Waiting on Customer tickets to Resolved after a couple of days if we only sent them an invoice. There is no need to wait 8 days for the ticket to close automatically.

You can also change tickets to Resolved after a couple of days for those where we provided instructions on how to cancel their recurring payments. Important: First, check the membership area to ensure they have been indeed been cancelled before marking them resolved. If not, perform the cancellation for them (otherwise, we will get some angry customers a year from now if they are charged again either requesting a refund or opening up a dispute).

Note: You can all mark tickets as resolved where we have sent them invoices after waiting two days with no response. You can mark tickets as resolved where we provided login instruction.