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Frequent Requests

As you become more familiar and comfortable with answering tickets, you will start to notice a lot of frequent requests that come in. This page will be a list of all the frequent requests that come in and how to answer them.

Refund Requests​

Refund requests are fairly common and it's very likely you will see at least one every day. Refund's are to only be handled by Support Supervisors and should always be assigned to Billing Escalated. If you are a Support Supervisor, you may handle the refund request yourself.

If there are complaints of a double charge on their account, you may view the transactions tab on their account and see if the transaction is present. If it is not, ask the client for transaction IDs as you escalate the ticket. If the charge is present in the transactions tab, you do not need to ask for transaction IDs.

Partnership Tickets​

Partnership tickets should always be assigned to the Partnership department and should never be handled by a Support Representative.

DevOps Tickets​

Related DevOps tickets should be assigned to the DevOps department, there may be a staff announcement about a current issue to help guide you. If the issue is related to VPS services, you may also assign this to DevOps. If you are unsure if a ticket should be escalated, you may ask a Support Supervisor.

If you opened a Tech Report for an issue related in the ticket, you may assign that ticket to DevOps but be sure to paste the link for the ticket in the Tech Report prior to escalating the ticket.