WOLKEN TICKET PROCESS
- Login to OKTA and head over to the Customer Support Portal tile.
- Once in the Customer Support Portal head over to My Cases.
- You will be directed to Wolken. If this is your first time, please set up your filters as shown below and save. Afterwards, you will have access to regular Wolken tickets.
- Click on an unassigned ticket number.
- Read the message to see if it belongs to PHD. If it does, you will continue to read the entire document. If it belongs to a team like GCA or another team, you will need to assign it to that specific team, but before you do that you need to add an internal comment stating that PHD does not deal with this particular type of inquiry. The case will be closed on our end.
- If the case belongs to PHD assign it to yourself.
- Once the ticket is under your name, check to see if there are any additional comments or emails that were already communicated to the end-user.
- You will begin the process of closing out the ticket by adding an internal comment stating that it was transferred to PHD email.
- You will respond to the message, add the PHD email domain and let the end-user know that someone from the PHD team will be assisting them shortly. Head over to Freshworks, search for the ticket and assign it for yourself.
- Proceed on closing the Wolken ticket out. Head over to Problem Resolution and fill it out with the Freshworks ticket number along with the correct filters.
- Finish off the ticket on Freshworks.
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