Forwarding Supports Requests to FVFN for Triage (in Zendesk)

If 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.

Follow the below instructions for how to complete this action within Zendesk.

1. Click into the space of the Requester field of the ticket.

2. Type and search for FVFN Escalations and select it.

3. Confirm the Requester of the ticket changed from FVFN Program Support to FVFN Escalations.

4. Add the macro “PbP - FVFN Escalations” to the ticket.
   *This macro will add necessary tags, and data to the ticket’s properties and add the public reply to FVFN Escalations to the email section of the ticket*

5. Fill in the area of the email section that says [INSERT BRIEF DESCRIPTION OF MEMBER'S REQUEST HERE].
   *Providing this information will help the escalation team best determine which Support Partner to forward the request to.*

6. Once you’re done and have proofread the email, make sure to double-check the ticket Requester is corrected and then set the ticket status as Solved.