Treat the questions in chronological order: the old questions first

2008-11-16

Reply to questions in chronological order. Reply first to the oldest questions! The IMAP folders of question ([bad_service], [compatibility], etc) still contain very old emails (of the previous month). Treat them first of all.

For treating old questions, additional attention is needed. If the user asks information (usually for all cases of “Reception” class and for most of the cases of “Service” class), the question (even if old) is still actual. So, you must simply reply to the question of the customer (with an excuse for the delay). Read carefully the treatment instructions of the concerned type (“Reception”, “Service”, and “Phone”). If the user complain was a communication problem (for the most of cases of the “Phone” class and for “account_in_use” type of the “Service” class); check in the billing all calls of the customer (CDRs) effected since his/her question. Include in your reply his/her calls, informing that you see that he/she is (already) able to make calls (if it is the case), or, if there are no calls, ask an excuse for the delay, and reply according to the instructions of the treatment of the type (“Phone”).

The screenshot below shows all old emails of the support@ as of today. Emails of the previous month are encircled in red. The “Location” column shows under which type (i.e. under which IMAP folder) the question is stored.

You have two choices: (a) check all types individually (by visiting one by one) to find the one containing oldest emails, or (b) create a search folder, similar to the one shown below.

The search folder “oldest of support” shown below, retrieves the list of pending emails of support@ by reading the contents of “Reception”, “Phone”, and “Service” IMAP folders together with all their sub-folders and sub-sub-folders (to be selected manually in the [Choose…] panel). Other accounts (billing@ and contracts@) are not selected and must not be scanned. The search criteria filter only non-replied emails, addressed to support@switzernet.com and coming not from @switzernet.com (i.e. not from our own addresses):