What does the ticket status "Closed" mean?
The issue is resolved and no further response is expected
What does the ticket status "Waiting on Client" mean?
You are waiting for the client to respond, but must still follow up if needed
What is the ‘Shared With’ function used for in support tickets?
To collaborate with other team members
What should you always include when logging labour for a support call?
A clear and detailed description of the support provided
What is the benefit of using screen sharing with a client?
It provides context and speeds up issue resolution
What is the purpose of the 5 W’s in troubleshooting?
To gather complete and clear information
What must be done after every support call?
Create or update a Support Request with notes and recording
When should a call or ticket be escalated?
If it's outside your scope or appears to be a bug
Why are support calls important at NewBook?
They offer a chance to solve problems and build trust
