Business Partners - SourceNext

Sourcenext is basically a HSS re-skinned Android version.

SourceNext Workflow

We have set up this view for Partner tickets:

https://hsselite.zendesk.com/agent/filters/37350374

In here we can see the requests from all our business partners.

Worflow for SourceNext tickets:

• Tickets from Partners have HIGH priority.

• SLA for these tickets is <15 minutes.

• No macros should be used, personalize each and every response.

• Double check that the information is correct before sending it.

Linking Payments (Account Activation):

• No Macros, each response should be unique and manually entered to make sure the information we have is accurate.

• If the code is already in use on another account, let our Partners know the code is linked to a different account and ask them to please help reach out the user so we can know which account should be active.

• Compensate the time, if the time has already been discounted from the purchase and the user has not been able to use it, let’s compensate!

• Satisfaction is our TOP PRIORITY.

Connection Problems:

• No Macros, each response should be unique and manually entered to make sure the information we have is accurate.

• If the issue is not clear enough or any data is missing, don’t be afraid to ask our Partners for more information.

*Each and every response we send out to our Partners reflects directly on our business, we need to ensure quality of service on every response.*