introductory Ticket note
This note is the beginning note of the review process before speaking with the customer. You will review the Team 1 notes, attachments, surveys, mobile info tab, Encompass, etc. and note what you are seeing and what your next steps will be. Make sure that these notes are clear and concise that anyone could understand and follow.
secondary Ticket notes
These notes will be from the MT that you followed. Make sure that these notes are clear and concise that anyone could understand and follow. These will also be the slack posts along with any responses from slack. There might be multiple conversations with the driver so remember to follow Ticket Templates (Issue, Steps Taken & Next Steps).
final Ticket note
This note will be the last one when you speak with the customer and resolution is given. Follow Ticket Templates (Issue, Steps Taken & Next Steps) and make sure that the Next Steps are very clear and concise.