LL - TSM Tags
Help Scout tags help everyone better understand what's inside each ticket.
These are the tags you'll see, add, or remove for TSM. The ones that have colors applied are to help them stand out and to help you know you have chosen the right tag. This article will be talking about the ones that we should be using. Any tags that are applied that should not be there will count against you during ticket reviews.
Add when you are directing someone for where to access their materials at the TSM Academy site
Add when a current TSM member writes in to ask for help with a situation and you replied using the advice member saved reply
Add when someone who has not purchased a program writes in for help with a situation and you replied using the advice non-member saved reply
Add when someone writes in asking if we have an affiliate program. (do not reply to this ticket -> forward to laurence@theheroco.com and close
Added when there is an ai draft response. This should be removed once replied to.
Add with Ask Me Anything responses
Add when you received a call from a bank inquiring about charges and you are sending the member a follow up email to address the concerns and outline what you did to help.
Added when a confirmed BBB complaint comes in
Add when they mention that they will contact the better business bureau if we don't do what they ask
Add when the email you sent bounced back as undeliverable
Add when the next thing that needs to happen is a phone call to that customer because they left a voicemail message we could not call back or because they have been unresponsive to emails. Take off after you've called.
Add when part of their request is to cancel a portion of their account or membership
Added when the member has a verified chargeback dispute
Add when they say that they will call their bank to dispute the charge if we don't do what they ask
Add when they reach out to us for help with their private coaching interest
Is added if there is something that needs review with a manager related to how it was handled
Is added to data erasure requests that come in and auto-assign to Elana
Add when they’ve contacted us related to a declined order or you are doing declined order outreach - Removed once an approved order has been processed.
Add when you are sending an email to a customer to let them know you voided or refunded their duplicate program purchase
Added after you’ve unsubscribed someone from 1 or more email lists
Is auto-added when you answer Y to is this an escalated refund request and Elana looks and advises
Added after they have accepted an exchange in lieu of a refund
Add when a member is sending us his reasons for joining us as a new member or a non member has something to say about our emails or marketing
Add when the next thing that needs to happen is a final solution - login help gets a subscription cancel if still active, a refund request receives that refund. If due to a refund error please seek advice from Elana before closing.
Add when you are logging a phone call ticket that contained no caller
Is added when the customer hits Great in the survey
Add when you are replying in a new ticket to address a Not Good rating
Add when the member lives in a timezone that only our overnight shift can call AND it has the call next tag applied.
Add after you have added their Ask Me Anything feedback to the responses sheet.
Add when you are helping someone log into their accounts
Is added to messages that come in through FB Messenger which is routed to HS.
Add when it's a sochelp ticket and you're not sure what they are needing
Add when someone wants to place a new order or placed a new order through you
Add when you can't find their order or account but have asked for billing or account help
Add when you are leaving someone pending and they have no active subscription (skip if subscription cancellation is applied)
Add when you are replying to a non member feedback or email unsubscribe request
Is automatically applied when someone answers the ticket survey and rates us Not Good
Is added when someone gives an Okay in the HS survey
Add when it's a member that has been our member for longer than sticky - usually applied with the TSM Academy account recreation because their account is not in the new website
Is added when a ticket is close to becoming 12 hours old since waiting for a response. Remove this ticket once you have started working on the response.
Add when we need to send a check in the mail to issue a refund because of refund errors and declining to use PayPal to receive the refund. Should also have refund error tag
Add when they ask to pay via PayPal or need a Paypal refund because of refund errors.
Is added when we provide a refund due to a prechargeback alert
Add when you issue a refund
Add when they've asked for a refund but not yet gotten one. Remove once the refund has been issued or if the refund was saved by an exchange.
Add when you attempt to refund back to the card but you cannot for any reason except "A duplicate transaction has been submitted"
Add when they write back to ask where their refund is after is has already been processed and you need Gigi to look into the status
Is applied when the request was sent from sochelp.net
Is added to tickets from Solvpath self-help portal
Add when you cancel their subscription as a part of completing their request
Add when the member reports having issues with a link in an email, an article, or any part of their membership like being unable to watch their videos
Added when there's something about the ticket that indicates it should be a high priority
Added automatically to tickets that are voicemails
Add when you void an order or a billing
Add after you are sending a follow up email after a Welcome call