Recurbox iCare  
Contents  
1.iCare.........................................................................................................4  
1.1. The Ticket............................................................................................4  
1.2. The Dashboard ......................................................................................4  
1.2.1. Need Attention..................................................................................5  
1.2.2. Priority Alerts....................................................................................6  
1.2.3. Ticket Count.....................................................................................6  
1.2.4. Ticket Categorization and Priority Levels...................................................7  
1.2.5. Overview Data Label ...........................................................................8  
1.2.6. SSP Tickets .....................................................................................10  
1.3. New Ticket Creation ..............................................................................10  
1.4. Ticket for Approval................................................................................11  
1.5. Action Insights .....................................................................................12  
1.6. Ticket Lifecycle....................................................................................14  
1.6.1. Notifications and Activity Log ...............................................................15  
1.6.2. Modify the status of the Ticket .............................................................16  
1.7. Services available .................................................................................16  
1.7.1. Customers ......................................................................................16  
1.7.2. Subscriptions...................................................................................24  
1.7.2.1 Update Billing and Shipping Info ..........................................................25  
1.7.2.2 Change Next Billing date ..................................................................26  
1.7.2.3 Pause Subscription..........................................................................28  
1.7.2.4 Resume Subscription .......................................................................29  
1.7.2.5 Cancel Subscription .........................................................................30  
1.7.3. Transactions ....................................................................................32  
1.7.4. Invoices .........................................................................................33  
1.7.5. Refund & Credit note .........................................................................36  
1.7.6. Approvals .......................................................................................38  
1.8. Support Groups ....................................................................................39  
1.9. SLA COMPLIANCE MONITORING ..................................................................39  
1.10.Ticket Timeline View .............................................................................40  
1.11.Events ...............................................................................................41  
2.FAQ .........................................................................................................42  
2.1. Phone calls channel ...............................................................................42  
2.2. Self Service.........................................................................................42  
2.3. Email Notifications................................................................................42  
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2.4. Groups...............................................................................................43  
2.5. Login.................................................................................................43  
2.6. Workflow............................................................................................43  
2.7. Customers ..........................................................................................44  
2.8. Subscriptions .......................................................................................44  
2.9. Approvals ...........................................................................................45  
2.10.Invoices and Transactions ........................................................................45  
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1.Recurbox iCare  
Every business needs a system that allows them to follow up on the products/services rendered with the  
customers daily to ensure amazing customer service.  
The ability to provide a connected and personal experience can bring about a comprehensive journey  
thus leaving behind a smile and a sense of satisfaction with the customer. This will, in turn, lead to upsell  
or cross-sell relevant services thus making “The Brand”.  
The support team has everything integrated from the payment management, Subscription management,  
translations, cart experience enhancement, feedback forum, self-service ticketing, automatic answer  
suggestions creating a hustle free mode of communication with the Support team.  
Starting with a fewer channel than offering too many can thin down the chances of efficiency. It becomes  
very important to measure the changes you want to see with the metrics being chosen. Customer Service  
involves continuous enhancements with the ongoing market requirements. There are possibilities of  
complete team change, Support system thus setting new targets.  
Recurbox iCare is one such is a simple proactive support system that allows customers to lodge service requests/  
Incident relevant to the issues concerned with the products/services owned. It provides quality customer  
support enabling direct interaction in real-time.  
Recurbox iCare We have adopted both the phone support channel and self service portal wherein the customer  
agents directly address the issues from the customers on behalf of the client through a telephone call.  
The customer will be provided with a Customer support number for the same.  
1.1. The Ticket  
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A ticket is a transaction document that records all the information that is related to a request. A  
ticket includes details of a Problem, Incident, Change, or Service Request.  
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Tickets have different fields and tabs to record and store information that is related to the  
problem, incident, change, or service request.  
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A ticket also contains records of the actions that are taken to diagnose and resolve the issue.  
1.2. The Dashboard  
The dashboard view gives an overview of the ticket details received from the customer in a chronological  
order referencing with the date of its creation.  
The Timeline will help the agent to decipher if the customer is a new or existing call.  
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Navigation to Recurbox iCare Dashboard  
The page outlines followingcategorized as:  
1. Need Attention  
2. Priority Alerts  
3. Ticket Count  
4. Ticket categorization & priority levels  
5. Overview data label  
6. SSP Tickets  
1.2.1. Need Attention  
Need Attention briefs on the number of cases under immediate specific actionable items.  
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Unpaid Invoice: lists about the customers who are yet to close the invoice  
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Failed Transaction: Lists about the failed transactions.  
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Card Expiring/Expired: Details on the Credit cards that have been expired or yet to be expired.  
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Pending Tickets (suggested to change to overdue tickets)  
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Ticket Needs Approvals: Lists of tickets that need approvals from managers before any  
actionable step.  
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Suspicious fraudulent customers  
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Suspicious Fraudulent Transactions  
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Refund Due  
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1.2.2. Priority Alerts  
Line up the tickets that must be resolved and closed on the present-day preventing it from being expired.  
1.2.3. Ticket Count  
For every agent login the dashboard banners out the total number of tickets assigned under him with the  
below following details:  
a) Total Tickets  
b) New  
c) Open Tickets  
d) Closed Tickets  
Where the Total tickets : New+ Open Tickets + Closed tickets  
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1.2.4. Ticket Categorization and Priority Levels  
A ticket workflow is managed by bucket segregation based on certain categories and the severity levels.  
At the end of the day, the main objective of the customer support is to provide with a feasible solution to  
the customer.  
Definition of the ticket severity should be simple to ease the process and increase efficiency.  
There will be a visualization set for agent based on the category and the severity giving an overview of  
the tasks at hand to the concerned.  
Tickets By category are distributed concerning its subsets thus giving a generalized view on the ticket  
count under each. The agent can click on any of the concerned tabs that would direct to the list of  
relevant tickets.  
Tickets are created under following caregories:  
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Account Management  
Subscription and Billing  
Coupons & Discount  
Refund & Credit Note  
Product  
Cart & Catalog  
Education and Help Docs  
General Info & Getting Started  
Others  
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The customer agent will address the issue from the customer and check if it’s an existing issue (having a  
valid open ticket) or a NEW ticket must be created for the same.  
1.2.5. Overview Data Label  
Overview label section of dashboard gives you count of subscription, customers, Transactions and  
invoices.  
Under Subscription label it diplays the total and detailed count of subscription under various status such  
as Active, paused, cancelled, Pending Suspension and Suspended state  
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Under Customers label it diplays the total and detailed count of Customer under various status such as  
Active, Inactive and abandoned  
Under transaction label it diplays the total and detailed count of Transactions under various status such  
as Successful, Failed and suspicious.  
Under Invoices label it diplays the total and detailed count of Invoice under various status such as Paid,  
due and void.  
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1.2.6. SSP Tickets  
This section primary function to give realtime list update on customer raised ticktes arranged in  
sequencial order. So the agent can take up priority action on customer created SSP tickets  
1.3. New Ticket Creation  
1. Navigate to Recurbox iCare  
2. Go to Tickets  
3. Click New Ticket. Ticket creation form opens up  
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4. Input the Customer Id details that has been designated to each customer on account  
opening. Once the Customer ID is given, all customer related data is pulled.  
5. Select the category and subcategory. Select Subscription if required.  
6. Select the Priority of the issue from the drop-down  
7. Input the description of the issue in description text box  
8. Select the assign group and then assign to agent  
9. Click finish  
There will be scenarios where the agents do not have the authority to make decisions on the customer  
requests, in such cases the agent is entitled to request for approval in a supervisory role.  
1.4. Ticket for Approval  
A necessity for the supervisor approval can be concurrent either during a new ticket creation or through a  
request of change in the existing ticket.  
1. If It’s a new creation the request for approval can be sent at the same time.  
2. Check the Need Approval checkbox.  
3. Mention the Approver name.  
4. Click Next and the ticket is submitted for approval and a new ticket is created as well.  
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The Ticket can be acted upon by the agent only when the ticket sent to the agent’s supervisor will  
approve/reject the request from within the ticket view.  
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Instances when it’s a returning customer, the agent can directly refer to the Ticket Id generated  
for the customer.  
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Once the agent verifies the ticket ID, the associate can edit/update the same with required  
comments/actions as per the request laid.  
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It can involve circumstances wherein the customer asks the agent to resolve the ticket/ add new  
comment /enquire on the status.  
1.5. Action Insights  
Once the agent filters the customer ID, the associate gets the complete detail record of the ticket lodged  
by the customer.  
Further, the agent edits/resolves the ticket based on the request proposed.  
The agent can change the status to resolved/request for approval as per the requirement.  
Once the ticket is set to resolved status the customer is entitled to reopen the ticket before it is set to  
closed status by the system in case of any further issue.  
For every action performed by the agent, a confirmation email is sent to the respective customer.  
Example: Consider a customer Sam from ABC company calls up the agent to work with the associate on  
the existing ticket.  
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Ticket Id: 60  
Category: Subscription  
Subscription ID: 120860  
Issue: The customer wants to Pause the subscription  
In this case, the agent as mentioned will open the ticket through the subscription’s category page.  
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Once the agent completes the task, the associate can change the status to “RESOLVED” and update the  
same in the ticket.  
Once the resolution is accepted by customer you can close the ticket by following steps below:  
1. Go to ticket detail page  
2. Click Close ticket. A popup window opens.  
1. Enter the closing reason comments and select the reason code.  
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2. Click close ticket  
Now the resolved ticket will move to closed state.  
1.6. Ticket Lifecycle  
Once a ticket is created, it gets assigned to a support group. The respective associates decide on the  
assignment.  
Status: Status refers to the current position where the ticket activity holds to.  
1. Approved (In Progress) – Ticket is open and active  
2. Resolved – Solution is given to customer and issue is sorted out  
3. Waiting for Customer – Customer action is required for further action  
4. Waiting for Internal Team – Dependency on cross functionality team to act on ticket  
5. Waiting for third party  
6. Closed – After customer accepts resolution the ticket will be closed by agent/ customer  
7. Reopen – customer reopen ticket if they are not satisfied with resolution  
Comments: This section allows the agent to specify the reason why a ticket is given that status. It states  
the reason behind the assignment/reassignment or any change of status for that matter.  
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Certain actions can be taken on a ticket only by the agent by configuring a few field values. This helps the  
agent decide on what step is to be taken further to resolve the ticket.  
This may also involve sending an email notification to the customers on every change in action performed  
on the ticket. Sometimes an action available to one agent may not be available to the other.  
Activity  
1. The agent who creates an activity can set himself/herself as the owner of the ticket or can assign  
the same to a relevant subject agent.  
2. Any agent can assign the ticket in the properties tab.  
1.6.1. Notifications and Activity Log  
A notification is sent to the customer /is received in the form of an email when an attachment is added to  
a ticket that is assigned to you.  
Every step of action is recorded in the Activity Log.  
The activity log records events, steps that happen to allow for tracking details on who, when and what  
initiated the various steps as a trace down if in case of any error or problem that might occur.  
Each relevant entry/action records the time when it was taken place. It also captures the email id of the  
concerned person acting.  
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1.6.2. Modify the status of the Ticket  
The agent cannot directly change the status of the ticket, the fields can be changed only when an action  
has been performed on the ticket.  
1. Navigate to the tickets, mention the ticket Id and click on properties.  
2. The details regarding the tickets appear and concerning the action taken such as:  
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Change of Category  
Change of subcategory  
Change of priority  
Assignee based on the category groups.  
Assignee to the relevant groups  
Reassign in my group  
3. Leave the comments in cases where it involves reassigning to understand the workflow.  
1.7. Services available  
1.7.1. Customers  
Customers section of Recurbox iCare list all customers subscribed to the company.  
Path: Recurbox iCare > Customers  
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Customer details page contains following details of that particular subscription  
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Customer Account details  
Customer Subscription  
Customer Invoice  
Customer Transaction  
Credit Notes  
Customer Coupon  
Customer Tickets  
Under Customers agent can do the following action:  
a) Change Customer Details  
b) Update Credit Limit  
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c) Add New Credit Card  
d) Add New Coupon  
e) Reset Password  
f) Change Account Ownership  
g) Retry Payment  
1.7.1.1.Change Customer Details  
Agents can change customer details when customer raise tickets to change their details in the  
application.  
Steps to change the customer details:  
1. Navigate to the Customers list page  
2. Click action dropdown at the end of customer line  
3. Select Change Customer Details from the dropdown list  
4. Enter the ticket ID to proceed or else create a new ticket and enter the ticket ID and proceed.  
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5. Update the customer details as per the request and set the case to resolved status.  
1.7.1.2.Update Credit Limit  
Agents can change the credit limits when customer raise tickets to request change in credit limit for  
subscription in an application.  
Steps to change the credit limits:  
1. Navigate to the Customers list page  
2. Click action dropdown at the end of customer line  
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3. Select the Change credit limits from the dropdown list  
4. Enter the ticket ID to proceed or else create a new ticket and enter the ticket ID and proceed.  
Customer details will be unlocked for editing.  
5. Enter the credit credit limit and provide reason for update and click submit  
6. After updating give resolution comments and resolve the ticket.  
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1.7.1.3.Add New Credit Card  
Agent can add new credit details by using tickets created for add new credit card either by customer or  
agent itself.  
Steps to add new Credit card:  
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1. Navigate to the Customers list page  
2. Click action dropdown at the end of customer line  
3. Select and Click Add new credit card  
4. Enter the ticket ID to proceed or else create a new ticket and enter the ticket ID and proceed.  
Customer details will be unlocked for editing.  
5. Enter the Card holder name, card number, expiry date and CVV number  
6. Click save card  
7. After saving card enter resolution comments and resolve the ticket  
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1.7.1.4.Add New Coupon  
Recurbox gives the flexibility of providing buyers with discounts and coupon codes. These coupons can be  
applied at any time.  
The coupons mapped through Recurbox Recurbox iCare, are customer-specific.  
The maximum redemptions per user per coupon will set before mapping.  
The maximum redemption usage cannot cross more than 5 times.  
Whenever there is a request for any promotional offer availability, you have the flexibility to map the  
coupon to the respective customer.  
Follow the below to map the coupon to a customer :  
1. Go to Recurbox iCare > Customers  
2. Select the customer to map coupon and click actions  
3. Under cation select Add New Coupon  
4. Click “Create a new ticket”  
5. Enter all the details, the relevant customer ID, category, subscription ID  
6. Mention the Priority (Low, Medium, High)  
7. Assign the ticket to self / any other team member.  
8. Click “Finish”. A “NEW TICKET” is created.  
9. Now, Enter the ticket ID > directed to the add coupon page. ( Customer-specific )  
10. Cross check with the customer ID.  
11. Select the coupon from the list  
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12. Click next  
13. Enter redemption limit (maximum is 5)  
14. Click Finish  
1.7.1.5.Reset Password  
Agent can trigger reset password link to the customer request in case of customer account is locked or  
cant able to access reset.  
Follow the below to send reset password link to customer :  
1. Go to Recurbox iCare > Customers  
2. Select the customer to map coupon and click actions  
3. Under cation select Add New Coupon  
4. Click “Create a new ticket”  
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5. Enter all the details, the relevant customer ID, category, subscription ID  
6. Mention the Priority (Low, Medium, High)  
7. Assign the ticket to self / any other team member.  
8. Click “Finish”. A “NEW TICKET” is created.  
9. Now, Enter the ticket ID > directed to the reset password page  
10. Click Generate Reset Password Email Link  
11. After success notice enter resolution comments and resolve the ticket  
1.7.1.6.Change Account Ownership  
1.7.1.7.Retry Payment  
1.7.2. Subscriptions  
Customer subscriptions are listed under Recurbox iCare subscription.  
Subscription detail page conatins following information:  
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Subscription Information  
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Customer detail linked to customer  
Invoice,transaction and credit notes  
Billing and Shipping address  
Product under Subscription  
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Amount Summary  
Under Subscriptions, the following action can be done by an agent:  
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Update Billing and Shipping Info  
Change Next Billing Date  
Pause Subscription  
Resume Subscription  
Cancel Subscription  
1.7.2.1 Update Billing and Shipping Info  
The initial billing/shipping details provided by the customer during customer account creation can  
be changed/edited.  
The billing/ shipping info is subscription-based. The central customer information  
repository is maintained at the Customer level.  
To update/ edit the billing and shipping info, follow the below steps:  
1. Go to Recurbox iCare > Subscriptions  
2. Select the subscription and click action icon  
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3. From action dropdown click Update Billing and shipping info  
4. Create New ticket  
5. Enter all the details, the relevant customer ID, category, subscription ID  
6. Mention the Priority (Low, Medium, High)  
NOTE: Based on the priority the case will be actioned and the SLA will vary with the  
same.  
7. Mention the description  
8. Based on the intensity of the ticket, approval action can be decided on.  
9. Assign the ticket to self / any other team member.  
10. Click “Finish”.  
11. A “NEW TICKET” is created.  
12. Enter the ticket Id and submit. It will take to update address page  
13. Enter the details to be updated and click Update  
14. After success notice enter resolution comments and resolve the ticket.  
1.7.2.2 Change Next Billing date  
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Next Billing date depicts the date/time on which the subscription gets renewed based on which the  
payment will be done. It is dependent on the billing frequency and the pricing plan of the subscription.  
Example:  
Sign update: March 1st, 2019  
Next billing date: April 1st 2019  
The billing date can be of a subscription can be changed anytime:  
The billing date change will be in effect with next month change.  
To update/ edit the billing and shipping info, follow the below steps:  
1. Go to Recurbox iCare > Subscriptions  
2. Select the subscription and click action icon  
3. From action dropdown click Update Billing and shipping info  
4. Create New ticket  
5. Enter all the details, the relevant customer ID, category, subscription ID  
6. Mention the Priority (Low, Medium, High)  
NOTE: Based on the priority the case will be actioned and the SLA will vary with the  
same.  
7. Mention the description  
8. Based on the intensity of the ticket, approval action can be decided on.  
9. Assign the ticket to self / any other team member.  
10. Click “Finish”.  
11. Enter the ticket ID for update and click submit. It will take to change next billing date page  
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12. Select the required date  
13. Enter the comments  
14. Click Change Billing  
15. Enter resolution comments and resolve it  
The newly changed billing date will be in effect from the next billing cycle.  
1.7.2.3 Pause Subscription  
Subscriptions which are in ACTIVE status can be paused.  
You can Pause the or the customers can pause the subscriptions through Recurbox iCare portal. The Pause option  
lets the customer enable only at the end of the current billing term.  
To Pause a subscription, follow the below steps:  
1. Go to Recurbox iCare > Subscriptions  
2. Select the subscription and click action icon  
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3. From action dropdown click Pause Subscription  
4. Create New ticket  
5. Enter all the details, the relevant customer ID, category, subscription ID  
6. Mention the Priority (Low, Medium, High)  
NOTE: Based on the priority the case will be actioned and the SLA will vary with the  
same.  
7. Mention the description  
8. Based on the intensity of the ticket, approval action can be decided on.  
9. Assign the ticket to self / any other team member.  
10. Click “Finish”.  
11. Enter Ticket ID and submit. It will take it to the pause subscription page.  
12. Select the Pause Subscription checkbox and enter the comments  
13. Click “Pause”  
14. After success notice update resolution comments and resolve the ticket.  
1.7.2.4 Resume Subscription  
A Paused subscription can be resumed anytime through Recurbox iCare.  
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To Resume a Subscription follow the below steps:  
1. Go to Recurbox iCare > Subscriptions  
2. Select the paused subscription and click action icon  
3. From action dropdown click Resume Subscription  
4. Create New ticket  
5. Enter all the details, the relevant customer ID, category, subscription ID  
6. Mention the Priority (Low, Medium, High)  
NOTE: Based on the priority the case will be actioned and the SLA will vary with the  
same.  
7. Mention the description  
8. Based on the intensity of the ticket, approval action can be decided on.  
9. Assign the ticket to self / any other team member.  
10. Click “Finish”.  
11. Enter Ticket ID and submit. It will take it to the resume subscription page.  
12. Select the Resume Subscription checkbox and enter comments  
13. Click “Resume”  
14. After success notice update resolution comments and resolve the ticket.  
1.7.2.5 Cancel Subscription  
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To cancel a Subscription, follow the steps below:  
1. Go to Recurbox iCare > Subscriptions  
2. Select the subscription and click action icon  
3. From action dropdown click Cancel Subscription  
4. Create New ticket  
5. Enter all the details, the relevant customer ID, category, subscription ID  
6. Mention the Priority (Low, Medium, High)  
NOTE: Based on the priority the case will be actioned and the SLA will vary with the  
same.  
15. Mention the description  
16. Based on the intensity of the ticket, approval action can be decided on.  
17. Assign the ticket to self / any other team member.  
18. Click “Finish”.  
19. Enter Ticket ID and submit. It will take it to the cancel subscription page.  
20. Select Cancel Subscription and enter the comments  
21. Click “Cancel Subscription”  
22. After success notice enter resolution comments and resolve ticket.  
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1.7.3. Transactions  
A Transaction section provides a summary of all the transactional events that has happened in your  
account.  
A record is created automatically with every payment operation is carried out on an invoice which can be  
a successful charge or a failure.  
You can access the list of transaction by clicking Transactions menu from Recurbox iCare sidebar.  
Each list gives overview details of the particular transaction such as Transaction ID, Subscription ID,  
Status, customer basic details, date of transaction, amount of the transaction and Transaction type  
You can click open each transaction to view details.  
There are two types of transaction  
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Customer Initiated Transaction  
System Initiated Transaction  
Customer Initiated Transaction  
It is transaction done by the customer in the process of placing order and changing the order.  
System Initiated Transaction  
It is transaction initiated by the application in the process of automated charging at the end of each billing  
cycle.  
1.7.4. Invoices  
Path: Recurbox iCare > Invoices  
This Page summarizes a list of invoices generated for your customers. It display key invoice property  
such as Invoice ID, invoice status, Customer ID, Subscription ID, invoice amount and creation date.  
You can open the each invoices to get the complete details.  
In invoice details the non-recurring price is the actual invoiced amount and recurring price is expected  
amount to be charged from next cycle.  
There are two operation where an agent can act on invoice:  
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i. Create a Credit Note  
ii. Issue a Refund  
1.7.4.1.Create a Credit Note  
Credit note is generated on the invoice which is in overdue state.  
Steps to create a credit note:  
1. Open the overdue invoice  
2. Click initiate Credit note  
3. Click create new ticket.  
4. Select the Details in ticket from such as Customer ID, Category(Refund & Credit note) and  
subcategory (Initiate a credit note) and priority level.  
5. Select the subscription ID  
6. Select the respected overdue invoice linked to subscription.  
7. Enter the amount on which credit note to be generated(Should not exceed the invoice amount)  
8. Enter the description in detail.  
Note: Approval required for acting on credit note  
9. Click the Needs Approval checkbox and select the approver.  
10. Select the assign Group and agent  
11. Click “Finish”. Ticket will be created and sent for approval  
After ticket is approved  
12. Go to the overdue invoice.  
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13. Click Initate the Credit note  
14. Enter the ticket ID and submit.  
15. Select the type and enter the comments  
16. Click Create  
A credit note will be generated on the invoice and will be listed in Refund and Credit notes page.  
1.7.4.2.Issue a Refund  
Refund can be initated on the paid invoices.  
Steps to initiate a Refund:  
1. Open the paid invoice  
2. Click initiate Refund  
3. Click create new ticket.  
4. Select the Details in ticket from such as Customer ID, Category(Refund & Credit note) and  
subcategory (Initiate a Refund) and priority level.  
5. Select the subscription ID  
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6. Select the respected paid invoice linked to subscription.  
7. Enter the amount on which refund to be initiated(Should not exceed the invoice amount)  
8. Enter the description in detail.  
Note: Approval required for acting on Refund  
9. Click the Needs Approval checkbox and select the approver.  
10. Select the assign Group and agent  
11. Click “Finish”. Ticket will be created and sent for approval  
After ticket is approved  
12. Go to the paid invoice.  
13. Click Initate Refund  
14. Enter the ticket ID and submit.  
15. Select the type refundable and enter the comments. (Amount will be updated automatically as  
entered while ticket creation)  
16. Click Create  
A refund is generated and updated to list under Refund and Credit notes section.  
1.7.5. Refund & Credit note  
Path: Recurbox iCare> Refund & Credit Notes  
Agent generated credit notes and refund is listed under this section of Recurbox iCare. Here agent has to perform  
on generated notes as final process.  
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Releasing the refund:  
Once the refund is generated by Recurbox iCare agent one final check has to be made befor releasing the refund to  
your customer.  
Steps to releasing the refund:  
1. Go to Recurbox iCare> refund & credit Notes > Refund tab  
2. Select the refund to be released.  
3. Click on Refund. A popup window opens.  
4. Enter your comments there and submit  
5. After Success notice resolve the ticket.  
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Once the refund relased you can see the status moved to success for that refund.  
There two types of refund :  
•
•
Full Refund - Full amount of invoice is refunded  
Partial Refund – Some or partial amount of invoice is refunded  
1.7.6. Approvals  
There are instances wherein an agent cannot act upon without authentication to do so. Such cases will  
call for approval from customer support executive.  
1. As an agent, you must submit the ticket for approval.  
2. Submitted ticket will have to be followed upon.  
3. The customer support executive can Approve/ reject the ticket.  
4. In case of further approval, it can be escalated to a much higher official.  
5. You can send reminders to the approver whenever a ticket crosses the  
SLA from being approved.  
6.  
Without the approval’s notice, you cannot work on the ticket. Be it  
a simple edit.  
7. Emails are sent out to the approver as an indication.  
8. With every approval/Reject, you will get a notification detailing  
about the status with each respective case.  
9. “ Request for approval” will have a list of all the tickets raised for  
approval.  
10. “My approval: will have the list of tickets under the respective  
executive's name.  
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1.8. Support Groups  
For every function and task that would be performed by an agent, a Support group is formed.  
1. An agent needs to be aware of ticket management concepts.  
2. The request gets routed or assigned to other groups based on:  
a. Nature of the request (Service/Problem)  
b. How the request was created  
c. Routing rules  
3. As an agent, you can control the workflow of the ticket.  
4. We have 2 main roles: Customer Support agent and Customer Support Executive  
1.9. SLA COMPLIANCE MONITORING  
Service level agreement is an agreement between the customer and the Service agent that specifies the  
performance measures for support by ticket priority.  
SLA helps to determine the time frame within which a ticket will be resolved or acted upon.  
The time frame depends on various factors. They have threshold rules within which an agent must act to  
prevent any rule violation to be imposed.  
Like the tickets, SLA ‘s also has status representation.  
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1. Active  
2. Resolving  
3. Rejected  
4. Resolved  
5. Closed  
➢ Every low priority case has an SLA of 3 to 4 days.  
➢ Every Medium priority case has an SLA of 2 days (48 hours)  
➢ Every high priority case has an SLA of 1 day. The incident to be resolved within 24 hours  
from when the ticket was created.  
➢ A closed ticket can be reopened by a customer if they are not satisfied with the solution.  
➢ A customer agent has all the privilege to reject a ticket if it is not in the scope.  
The SLA monitoring will be mentioned to the customer based on which the expectation from the service  
provider is measured.  
1.10. Ticket Timeline View  
Path: Recurbox iCare> Tickets  
The timeline view lends an overview of all the tickets assigned to that agent received from customers over  
the recent past. It is represented in chronological order.  
•
•
•
•
It helps your agents to know if the customer is new or returning.  
It helps to drive the ticketing assignment smoothly.  
It helps to understand the concept of the ticket.  
Gives an overview of the current status of the ticket.  
Each of the category listed, a timeline dashboard is presently representing the tickets falling under.  
There are two types of tickets based on the creation:  
•
•
Inbound Ticktes – Tickets created by the customer agent  
SSP Ticktes – Tickets raised by customer directly from customer’s self service portal  
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1.11. Events  
Any change taking place in the system is recorded as an “Event”. Event records /possess data on  
effective changes processed on the system. The activities relate to:  
1. Purchase events  
2. Change in Subscription status  
3. Change in Customers details  
4. Coupons Management  
5. Change in customer subscription (Upgrade & Downgrade)  
6. Refund and Credit notes  
To maintain a smooth working classification, each event is made universal categorized under the mains.  
The system included main can be listed below to be:  
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2.FAQ  
2.1. Phone calls channel  
1.  
2.  
3.  
4.  
5.  
6.  
7.  
8.  
9.  
10.  
What is Recurbox iCare?  
What tasks it can perform?  
How does a ticketing system help my business?  
How do I allow my customers to submit a ticket?  
How do I create a ticket on behalf of my customer?  
How can my agents answer the calls that come in?  
Can the call service be used for logging tickets?  
Can the call be routed to the manger head on insist of the customer?  
Will the customer be charged for every call he makes to the help desk?  
Will it be a 24/7 support or has stipulated timings?  
2.2. Self Service  
1.  
2.  
3.  
4.  
5.  
6.  
7.  
What is Recurbox iCare?  
How Do I create an account in Recurbox iCare?  
Can I support tickets from service support portal?  
How do I create a ticket on behalf of my customer?  
Does the application support auto suggest solution articles when a customer creates a ticket?  
Can the customer edit a ticket after it is submitted?  
Who can view the tickets?  
2.3. Email Notifications  
1.  
2.  
3.  
How to setup agent reply templates?  
How to stop the notification for a ticket?  
How to enable the email notifications?  
4. How to notify customer in case of a update required? (1.8.1.5)  
5.  
6.  
Will an email be sent to the agent handling the ticket?  
Is an email generated for every activity performed on the ticket?  
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2.4. Groups  
1.  
As an agent how do I assign a ticket to myself?  
2.  
How do I change an agent’s email address?  
3.  
How to send replies in the email?  
4.  
Can I have agents in multiple groups?  
5.  
How is the relevant group ticket being surpassed?  
Will the customer be notified in case of a wrong group assignment?  
Will the category group auto suggest based on the ticket description?  
Do I need an approval to assign the ticket to concerned group of issue?  
Can I assign the ticket to my colleague within the group?  
Is it possible to edit the priority field?  
6.  
7.  
8.  
9.  
10.  
11.  
Can I reduce the priority to lower side once the resolution is provided?  
2.5. Login  
1.  
2.  
How can I login to my account?  
How to reset my password?  
2.6. Workflow  
1.  
How do I create a ticket view?  
2.  
Where can I view a ticket?  
3.  
What is the difference between a note and a reply?  
Can the customer add an attachment?  
4.  
5.  
What is the size limit of the attachment if allowed?  
Will the customer be able to see of the agent is logged into the same ticket?  
How do I update the tickets?  
6.  
7.  
8.  
Can I keep the notes private to the agent and the agent group for future reference?  
Can I close a ticket before the SLA?  
9.  
10.  
11.  
12.  
13.  
14.  
Is it possible to filter the tickets based on the date of creation?  
How can customers view the previous conversations after a ticket is closed?  
Can the customer change a priority of the ticket?  
How can the customer change the priority of the ticket?  
Where can I find the list of tickets on due to closure?  
43  
     
15.  
Can I reopen a closed ticket?  
16. How can I use the ticket for updating the information and resolve?  
17. How can I modify the ticket information?  
18. What is priority alerts?  
2.7. Customers  
1. From where I can find customer related actions?  
2. where I can find all customer details  
3. What all actions can be done under customers section?  
4. How to change the customer details?  
5. How to change the credit limit?  
6. Is it possible to get all customer information in a file?  
Yes you can export customers’ details from I-care.  
7. How to export & import customers?  
8. Can I send email to customers from I-care?  
Yes, you can send emails to customers from I-care.  
9. How to send emails to multiple customers?  
10. On what basis the coupon can be mapped to a customer?  
11. How to map coupon to customers?  
12. Whether customer can use the coupon soon after mapping is done?  
Yes, customer can use the coupon soon after the mapping is done in I-care  
13. What is the maximum redemption can be given to a customer?  
Maximum redemption per customer is 5.  
14. How to change/add credit card details of the customer?  
2.8. Subscriptions  
1. What all actions can be done under subscription section?  
2. How to change the customer information linked to the subscription?  
3. Whether I can update the customer shipping & billing information linked to a subscription?  
Yes, you can update the customer shipping & billing information  
4. How to update billing and shipping information?  
5. How to change next billing date?  
6. When the changed billing date will come into effect?  
The newly changed billing date will be in effect from the next billing cycle.  
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7. How to pause subscription?  
8. When will pause subscription come into effect?  
The Pause order will be in effect after the current term ends.  
9. How to resume subscription?  
10. When will resume subscription come into effect?  
11. How to cancel a subscription?  
12. When the cancel subscription come into effect?  
13. On what basis the customer's subscription can be suspended?  
14. Why the subscription is in pending suspension?  
15. How to suspend a subscription?  
16. How to change the customer details?  
2.9. Approvals  
1. Why approval is required for certain tickets?  
2. How can I create a ticket with approval required?  
3. Will I be notified whether the ticket is approved/rejected?  
You will be notified with every approval/Reject, you will get a notification detailing about the status  
with each respective case.  
4. Where I can find the tickets sent for approval?  
5. Where I can find the tickets sent to me for approval?  
6. How to approve the ticket?  
7. How to reject the ticket sent to me for approval?  
8. What can I do if the ticket is awaiting for approval for long time?  
You can send the reminder to the approver agent, so that they will be notified.  
2.10. Invoices and Transactions  
1.  
What all actions can be done under invoice section?  
2. Why the credit note is created?  
3. How to create a credit note?  
4. What is the condition to create a credit note?  
The credit amount should not be more than the amount receivable presented in the invoice.  
5. How to do credit adjustments?  
6. what all transaction are recorded in I-care?  
7. What is CIT?  
8. What is SIT?  
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