Overview

What's this?

Frequently used Snippets, canned responses and other stuff created for testing purposes, aiming to enhance workflow efficiency.

The title Joey is named after a baby Kangaroo.

No animals were hurt in the making of this module.

Getting started

Info gathering

Probe

👉 When did you first notice this problem?

👉 When was the last time it worked properly?

👉 Have there been any changes made before the issue started?

👉 Is this happening repeatedly?

👉 What steps have you taken to try and fix it?

👉 How much is this affecting your work?

👉 Are there any other users experiencing the same issue?

👉 Are you still able to perform your tasks, or are you using a spare machine?

---

Snippet

Caller:
Company:
Email:
Callback#:
Existing ticket#:
Issue:

When did this occur: n/a
When did it last work: n/a
Any changes made before the issue started: n/a
Steps done to rectify: n/a
Any other users affected: n/a
How impacting to your work: n/a
Still able to perform work: n/a
Other relevant details: n/a

Escalation

Standard template

Hi Team,

Please see the details below.

Caller:
Contact#:
Email:
Issue:

Steps done:
Next steps:
Priority:

Thank you.

Regards,

Emails

Acknowledgement

P3

Hi ,

Thanks for reaching out to us!

Your request is now in our queue and will be handled by the next available technician.

If the issue or request is affecting your work, please let us know, and we will prioritize it accordingly.

Thank you for your patience.

Best,

P2/P1

Hi ,

I hope you're doing well.

Thank you for bringing this matter to our attention. Rest assured that we take this (issue) seriously and will prioritize it for immediate attention from our assigned technician.

We will keep you posted on our progress as our technician is reviewing the ticket and will reach to you at (phone number) if needed.

A reminder as well that if there is a need to conduct a remote session, kindly save and close all applications, websites, and documents before the remote connection to prevent data loss.

Thank you for your patience.

Best,

Supplemental

Hi ,

I hope you're doing well.

Thank you for the update. Please allow our technician to look into this further and we'll get back to you as soon as we have updates to share.

In the meantime, should you have other instructions, please feel free to let us know.

Thank you for your patience.

Best,

Hi ,

I hope you're doing well.

Our support team has been notified of your update, and a technician will contact you shortly.

Thank you for your patience.

Best,

Appointment

Same day

Hi ,

I hope you’re doing well.

I’m reaching out to inform you that we have set an appointment for the technician to reach out to you today between .

A reminder as well that if there is a need to conduct a remote session, kindly save and close all applications, websites, and documents before the remote connection to prevent data loss.
Thank you.

Best,

Change request

For Approver(s)

Hi ,

I hope all is well.

I'm reaching to request your approval regarding . Further details are as follow:

Looking forward to your response.

Best,

For Client / Enduser

Hi ,

I hope this email finds you well.

We'd like to inform you that your request has been received and is currently in our queue awaiting approval. Our team is ready to proceed once the necessary approvals are granted.

In the meantime, should you have other instructions, feel free to let us know.

Thank you for your patience.

Best,

Resolved

Hi ,

Thank you for the update and we're glad that this has been resolved.

In the meantime, we'll be closing this ticket.

Should you have any further concerns or questions, please feel free to reach out.

Have a great day!

Best,

Flags

Follow up

Hi team, would like to follow up on this. Please advise. Thank you.

Hi team, a gentle follow-up on this please. Thank you.

Callback request

Hi team, we've receive a callback request with details as follows:

Thank you.

URGENT

Hi team, letting you know about this urgent request is now being handled by our technician. Thank you.

UNSUPPORTED

Hi team, escalating this request as this site is currently not supported. Thank you.

Hi team, escalating this urgent request as this site is currently not supported. Thank you.

Notif

Hi team, we got this notification and will be closing this off on our end. Please let us know otherwise. Thank you.