Completing Requests & Tickets Thoroughly – Ehelp

Please keep in mind that all requests and tickets are being monitored closely to ensure nothing slips through the cracks. Every request must be completed accurately and on time.

Expectations:

Managers do not take first-line escalations. It is the agent’s responsibility to do everything possible to assist the shop with its request.

If you do not fully understand the issue, gather all available information from the shop and continue investigating before escalating.

Escalations should be limited—our role is to resolve as much as possible at our level as the shop’s primary point of contact.

Please always review and complete all assigned requests.

Double-check ticket notes for accuracy before closing.

Please don't hesitate to ask questions if you are unsure. Support is always available.

Additional Reminders

For emails: if you can't find the shop code, please ask the team for help. Many times, you can retrieve by email or URL.

All products must be created, with or without a product name and price. The only exception is when no picture is provided.

When you reach out to a shop, please always call the number on file. If another number should be used, it will be provided in the request.

Remember: it’s not about the number of requests you accept, but the number you complete correctly.

Ticket Closure Requirements:

Do not close a ticket until:

The person assisting you has confirmed completion, and You have checked the website to see if it's finished.

This applies to escalations as well.

A manager will update your ticket once it is complete. Only then should the ticket be closed.

Your attention to detail and commitment ensure excellent service for our shops, reducing unnecessary escalations. Thank you for your continued efforts in keeping everything on track!