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Newbook Day 4
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What question should always be asked before ending a support call?
“Is there anything else I can assist you with today?”
What additional tool does the Support Team recommend installing for remote assistance?
TeamViewer
Why are support calls important at NewBook?
They offer a chance to solve problems and build trust
When should a call or ticket be escalated?
If it's outside your scope or appears to be a bug
What should you do if a support call is related to Sales?
Take a message and email sales@newbook.cloud
What must be done after every support call?
Create or update a Support Request with notes and recording
What is the purpose of the 5 W’s in troubleshooting?
To gather complete and clear information
What is the benefit of using screen sharing with a client?
It provides context and speeds up issue resolution
When must you respond to a support ticket according to SLA requirements?
Same day, or within 24 hours if submitted after business hours
What should you always include when logging labour for a support call?
A clear and detailed description of the support provided
What labour type should be selected when logging a resolved support call?
Training – Client Consultancy/Training
What is the ‘Shared With’ function used for in support tickets?
To collaborate with other team members
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 does the ticket status "Closed" mean?
The issue is resolved and no further response is expected
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