Main > General Instructions > Footprints

Web Tickets

Tickets initiated on the web will have brackets [ ] in the subject line with the topic inside the brackets. Mark these as web tickets.

Links in emails When emailing a customer through Footprints, be sure you insert the ENTIRE URL. You may have to hit the spacebar after the url to make it a clinkable link. Do not use the link option in Footprints because a customer who does not use html in their email will not see a clickable link.

Footprints Instructions for Email [5.20.06]

Created: Mar 20, 2006, 21:39
Last Modified: December 26, 2006, 22:53

  • If a customer replies to an email from Sarita with product related questions, they will be referred to an advisor for a response. If you are replying to such an email, please use the intro, "Sarita asked me to respond to your email"...
  • If a customer requests additional assistance after using Sonia... Thank you for using our SONlight Internet Advisor, Sonia, [insert name]. I will be happy to assist you with your additional questions.
  • When a customer emails Sonlight the email is directed to Footprints, our web-based software response system. A 'ticket' is created for each customer contact (email, web, phone) in Footprints.

While you are in training the contact advisor will review your response, make any needed corrections and send the email on to the customer. She will cc you if changes are made to help you improve. If a customer replies to your response we will attempt to return that ticket to you. If you are not available, another advisor will respond.

When email is handled INSIDE Footprints

  1. Log into Footprints
  2. In my preferences make sure you have spell check, Edit Most Recent Message, and view Complete message all enabled
  3. Click on the edit icon for the email ticket. All email tickets are set with a status of SCA email pending as soon as they are ready for an SCA to process
  4. If you make any changes to the Customer Info Section, click the 'update customer' section
  5. Click on create customer to be sure whoever created the ticket added this person to the address book. A pop-up should tell you that it has de-selected create customer because the customer is already created.
  6. If the customer has not been created inform the contact advisor so they can fix the ticket.
  7. If there is NO subject, change it to something that will identify the email as from Sonlight
  8. When in training, change status to pending, change priority to Urgent
  9. When out of training, do not change priority, change status to advisor closed
  10. if you cannot answer the email, put notes in about your question and change the status and priority as if in training
  11. type your response under Append a new message
    1. use the quick reply for intro and signature (see the facilitator for instructions on how)
    2. use the Search Frequently Asked questions for quick responses
  12. After re-reading through your response and checking for content and formatting errors, click on send email to customer box
  13. Click Go
  14. Spell check will process, then send email to customer

If Email is handled remotely

  • When an email is assigned to an advisor the contact advisor will send the email out to the advisor via Footprints. All emails will be answered through Footprints.
  • You will see the customer's original email and any follow-up emails in the email you receive in your inbox.
  • You hit reply and type your response at the top of the email. DO NOT DELETE OR CHANGE ANYTHING in the email
  • You send your reply to Footprints, then it is sent out to the customer from Footprints.
  • This ensures the return email address is [email protected] , not your personal email.

STEPS IN THE PROCESS WHEN EMAIL IS HANDLED REMOTELY:

  1. Contact advisor will assign email to you as volume requires during your shift.
  2. Advisor is to reply to email during their shift. Shift E, no later than 8 PM MT that day.
  3. To respond to an email:
    1. Hit reply
    2. Type at the absolute top -- ABOVE THE LINE
    3. Do not make any changes to the subject line
    4. Do not delete anything from the email or make any changes.

If you are in training, this is where your job ends. The contact advisor will then view the email, make any needed revisions, and provide you with feedback on those revisions, then forward the response to the customer.

Once your training is complete you will be trained to do the following:

  1. Log into Footprints
  2. Click on the Edit icon for the ticket to which you responded via email
  3. Update the Status to Advisor Closed
  4. Make any needed changes to the format of the email
    1. Be sure there is a blank line under the greeting
    2. Be sure there is a blank line separating each paragraph
    3. Be sure there is no extraneous material at the end of the email
  5. Check the box to send to the customer
  6. Click Go
  7. If you get an error that there is a Non Unique Key, click DO update and go, then email Rhonda the ticket number