Receiving Protected by Pfizer (PbP) Support Requests in Zendesk
SAFE Health Support will be receiving its technical support requests from the PbP mobile application via email only which will be routed by our support partner First View Financial. These requests will be automatically sorted and forwarded based on the Support Category requirement the App Member chose when creating their support request in the PbP mobile application.
The support category that will result in support requests being sent to SAFE Health Support is: Navigating the App and these requests will be forwarded to support from FVFN Program Support using the email address program_support@fvfn.com which will trigger immediate ticket creation and alert all appointed members of the Support team via email of its existence.
In Zendesk, these support requests will funnel into the support view titled “PbP Support” which will allow support agents to view, access, and provide support services to these tickets.
What the Support Ticket will look like
Upon receiving a new support email from FVFN in Zendesk, the requester of the ticket will show as FVFN Program Support (as seen below).
Within the body of the Zendesk ticket, you will find the original support request from the Member. This information will include the message that was typed by the Member, as well as pertinent information collected from their app’s account (pictured below).
If after reading the body of the email you determine that the support request doesn’t fall into the scope of PbP Technical Support, or if the support requests contain any of the following: general inquiries and questions regarding Login or Enrollment, Using or Ordering a Test, Telehealth Appointments, Prescriptions and Medications, and/or all other inquiries outside the scope of technical support or app/system failure; we will forward these request to FVFN’s Escalation team at escalations@fvfn.com.
See Forwarding Supports Requests to FVFN for Triage for instructions on how to complete this action within Zendesk.
If the support request is a valid SAFE technical support request, we will be using the Member’s information provided in the body of the ticket to create a new ticket on behalf of the Member and begin the support process.
See Creating a New Support Ticket for a PbP Member for instructions on how to complete this action within Zendesk.