Purpose
This document lists common support tickets that may require special handling. It is intended as a quick reference so staff can consistently determine disposition, assignment, and whether a Text Blaze shortcut should be used.
Common Ticket Reference Table
Note: Subject lines may include variables such as company names. These are represented using placeholders.
| Ticket Name | Subject Line | Reason We Get These Tickets | Disposition | Ticket Assignment | Text Blaze Shortcut | Example |
|---|---|---|---|---|---|---|
| Lynnbrook Account Setup Notification | ACTION REQUIRED: Lynnbrook Processing Account Setup for <Company Name> | These tickets are automatically generated when a customer completes setup of a new Lynnbrook processing connection. The notification is sent directly to OwnerRez by Lynnbrook. | Close ticket. No action is required. | Leave assigned to the main group. | N/A | ✓ |
| Read Receipts | Re: Read: <Subject> | User's email system sends an automated notification when an email (like a blast or update) is opened. | Close ticket. No action is required. | Leave assigned to the main group. | N/A | ✓ |
| Read Receipts | Automatic reply: <Subject> | User's email system sends an automated notification when an email (like a blast or update) is opened. | Close ticket. No action is required. | Leave assigned to the main group. | N/A | ✓ |
Ticket Assignment Guidance
- Leave assigned to the main group: Informational or auto-generated tickets that require no follow-up.
- Assign to yourself for follow-up: Tickets requiring investigation, customer communication, or coordination.
Text Blaze Shortcut Guidance
- Use N/A when no response is required or no shortcut exists.
- Use the listed shortcut unless customization is clearly needed.
- Add a shortcut for new recurring ticket types whenever possible.
Adding a new Common Ticket?
To make updates easier and more consistent, you can use the Common Tickets Row Builder Gem .
The Gem will guide you through the required details and generate a copy-paste-ready HTML table row for this document.
And to make things even easier there is a TextBlaze "/gemcommon" you can use that will ask you for all the info anb you can use that to enter the info into the Gem!