Response and Process

The majority of customer service issues will be submitted to us through an email inquiry or a ServiceNow request. In both cases we will want to respond to the customer as quickly as possible and let them know that we are looking into their issue. If we can resolve the issue in one email, we by all means want to do so. If the incident was submitted through an email request only, with no accompanying ServiceNow ticket, you will want to create a ServiceNow ticket for tracking purposes. In all other cases please use the following process as a guide:

1. If their issue is one that we cover in the Common Issues, send them the appropriate email template with edits as needed. Otherwise, reply to the customer’s inquiry with an initial response informing them that we are working to resolve their issue.
2. If you can resolve their issue one response, please do so.
3. Otherwise, ask any necessary follow-up questions to fully understand their needs.
4. If you cannot resolve the issue with your knowledge, be sure to reach out to someone on your team who may know.
5. If the issue is new and specific to the user experience or function of the program, create a "New Issue" story for the Platform Board and tag a team member with the ability to solve the problem or who would themselves assign someone who can.
6. Make sure to thoroughly track all actions taken on a given issue. Each ServiceNow ticket will be saved as an artifact.
7. If necessary, confirm the customer’s satisfaction after the issue has been resolved and encourage them to submit a feedback using the Open Forest feedback tool.