Frequently used snippets

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Tech Notes

Initial Info

Caller: 
Company: 
Email: 
Callback#: 
Existing ticket#: 
Issue:

When did this occur: n/a
When did it last work: n/a
Any changes made before the issue started: n/a
Steps done to rectify: n/a
Any other users affected: n/a
How impacting to your work: n/a
Still able to perform work: n/a
Other relevant details: n/a

See probing questions

Inbound

Inbound call (existing ticket): 
Caller's Name: 
Site/Company: 
Verified email address: 
Contact number: 
Verified ticket number/summary: 
Reason of call: 
Details of inbound call: 

Outbound

Outbound (follow up): 
Called at: (all dialed #s and indicate # client used)
Spoke with: 
Agreement/appointment: 
Other details of the call: 

Escalation

Hi Team,

Please see the details below.

Caller: 
Contact#: 
Email: 
Issue: 

Steps done: 
Next steps: 
Priority: [URGENT]

Thank you.

Best,

Emails

Acknowledgement

Standard email template for Low and High Priority tickets.

P3

Hi ,

Thanks for reaching out to us!

Your request is now in our queue and will be handled by the next available technician.

If the issue or request is affecting your work, please let us know, and we will prioritize it accordingly.

Thank you for your patience.

Best,

P2 | P1

Hi ,

I hope you're doing well.

Thank you for bringing this matter to our attention. Rest assured that we take this (issue) seriously and will prioritize it for immediate attention from our assigned technician.

We will keep you posted on our progress as our technician is reviewing the ticket and will reach to you at (phone number) if needed.

A reminder as well that if there is a need to conduct a remote session, kindly save and close all applications, websites, and documents before the remote connection to prevent data loss.

Thank you for your patience.

Best,

Aux

R1

Hi ,

I hope you're doing well.

Thank you for the update. Please allow our technical team to look into this further and we'll get back to you as soon as we have updates to share.

In the meantime, should you have other instructions, please feel free to let us know.

Thank you for your patience.

Best,

R2

Hi ,

I hope you're doing well.

Our support team has been notified of your update, and a technician will contact you shortly.

Thank you for your patience.

Best,

Resolved

Hi ,

Thank you for the update and we're glad that this has been resolved.

In the meantime, we'll be closing this ticket.

Should you have any further concerns or questions, please feel free to reach out.

Have a great day!

Best,

Resolved-Survey

Hi ,

Thank you for the update and we're glad that this has been resolved.

In the meantime, we'll be closing this ticket.

Let us know if you need further assistance.

To further improve our service, a short survey will be sent through email.

We would greatly appreciate your feedback on how we were able to resolve your issue today.

Have a great day!

Best,

Change Request

Approvers

For Approvers

Hi ,

I hope all is well.

I'm reaching to request your approval regarding . Further details are as follow:

Looking forward to your response.

Best,

Endusers

For End users

Hi ,

I hope this email finds you well.

We'd like to inform you that your request has been received and is currently in our queue awaiting approval. Our team is ready to proceed once the necessary approvals are granted.

In the meantime, should you have other instructions, feel free to let us know.

Thank you for your patience.

Best,

Appointment

Same Day

Same day

Hi ,

I hope you’re doing well.

I’m reaching out to inform you that we have set an appointment for the technician to reach out to you today between .

A reminder as well that if there is a need to conduct a remote session, kindly save and close all applications, websites, and documents before the remote connection to prevent data loss.
Thank you.

Best,

Next day

Next day

Hi ,

I hope you’re doing well.

I’m reaching out to inform you that we have set an appointment for the technician to reach out to you on between .

A reminder as well that if there is a need to conduct a remote session, kindly save and close all applications, websites, and documents before the remote connection to prevent data loss.

Thank you.

Best,

Flags

Follow up

R1

Hi team, would like to follow up on this. Please advise. Thank you.

R2

Hi team, a gentle follow-up on this please. Thank you.

R3

User update

NewContact

Hi team, we have successfully created a new contact for this user in our end. Thank you.

DeleteContact

Hi team, we have successfully marked this user as inactive in our end. Thank you.

Status

Notif

Hi team, we got this notification and will be closing this off on our end. Please let us know otherwise. Thank you.

Callback

Hi team, we've receive a callback request with details as follows:

Thank you.

Urgent

Hi team, letting you know about this urgent request is now being handled by our technician. Thank you.

Change request

General

Hi team, we've received this request and would like to confirm whether it is safe to proceed. Thank you.

License

Hi team, we've received this request that requires license and approval. Thank you.

NotSupport

Hi team, escalating this request as this site is currently not supported. Thank you.

Escalate

Dirs

Hi team, escalating this ticket per directive. Thank you.

LoadBal

Hi team, escalating this ticket due to load balancing. Thank you.

NotSupport

Hi team, escalating this request as this site is currently not supported. Thank you.

Probe

Generic probing questions

Back to Tech Notes

View

Generic

👉 When did you first notice this problem?

👉 When was the last time it worked properly?

👉 Have there been any changes made before the issue started?

👉 Is this happening repeatedly?

👉 What steps have you taken to try and fix it?

👉 How much is this affecting your work?

👉 Are there any other users experiencing the same issue?

👉 Are you still able to perform your tasks, or are you using a spare machine?

Var1

Coming soon. Stay Tuned

Var2

Coming soon. Stay Tuned