Zendesk Triage

This document is intended to be a supplemental handbook on how to handle various low level tickets in Zendesk ticketing system from start to finish, and when to escalate the ticket to head of customer service or the insurance department.

Quick Links:

Zendesk platform

Insurance Claim Form (in case of collision)

Claims, Accidents, and Repairs Process Doc

Typical Scenarios:

  1. Payments or charge disputes
    1. Payments - Typically, a user is attempting to catch up if they are behind on payments. Give them their total owed (found in Slack “Delinquent Report” in #stream-payments) and the payment portal link with the users booking ID. Booking ID for a user can be found in “Active Rentals” dashboard in Metabase
      1. Payment portal link example: web.zevo.com/payment-portal/<booking_id>
  2. Accidents In the case of an accident, speed is a priority. Typically they will call or text the support number immediately after the accident so look out for voicemails in Zendesk.
    1. Give the customer a call and ensure that they are ok, and the condition of the vehicle.
    2. Send over the Insurance Claims Form to the driver and emphasize they need to submit the form ASAP.
    3. After sending driver Claims Form, escalate the issue to Ashley Woodcock to handle claims (856-266-7152)
    4. Follow all steps in our Claims, Accidents, and Repairs Process Doc
  3. Incidentals (car damage, no collision) Occasionally, a driver’s car will experience damage from normal road wear that does not require insurance. These scenarios include flat tires, brake replacement, towing, glass damage, small dents, software issues, etc. Procedure:
    1. Gather full scope of problem via phone call or Zendesk communication, document info in Zendesk if you do a phone call.
    2. Have driver schedule a Tesla service center appointment using their Tesla app to fix their incidental.
    3. Once their car is fixed, gather the total amount it cost to fix, and how long the repair took.
    4. Create a high priority task in Linear to split the total cost 3 ways between Zevo, Driver, and Host. Include the total in the Linear task.
      1. In case the repair took more than 4 hours, document how many days total the driver was unable to use car. We will have to refund the driver a daily rate for every day they weren’t able to use the car, also include this info in Linear task
  4. Car Inquiries
  5. Initiating conversation with user