<aside> 💡 Ticket topic changes will be possible for ticket topics under:

• "Refunds, Repairs or Exchanges > Defective Product”
• “Refunds, Repairs or Exchanges > More signs of usage than expected”
• “Refunds, Repairs or Exchanges > Wrong configuration or wrong device”
• “Refunds / Repairs or Exchanges > Wrong configuration > Supplier sent wrong”
• “Refunds / Repairs or Exchanges > Other”
• “Delivery > Delivery overdue”
• “Delivery > Request tracking link”
• “Delivery > Other” </aside>

‼️New and/or adapted guidelines

Ticket topic change process explained:

<aside> 💡 More information regarding the Ticket Topic Change process in Zendesk and how to submit a request, you could find in the training material:

• https://bit.ly/refurbedZendeskSupplierTrainingForInterfaceUsers

• https://bit.ly/refurbedZendeskSupplierTrainingForEmailNotiUsers

• video guide on how to request a ticket topic change: here

</aside>

To submit a ticket topic change request in Zendesk, a macro has to be applied and mandatory fields have to be filled out to submit the request successfully. The evaluation of these requests and the filled out fields, will follow:

1. To conduct the evaluations, we approve ticket topic change requests based on the filled-out fields in the Zendesk Process
2. Thorough evaluation of the requests follows afterwards
3. In case of neglect of our ticket topic change guidelines, monitoring and penalizations will follow
   • Resulting in (temporary) blocks from the ticket topic change process, meaning, all submitted requests during this time period will be rejected automatically
   • Requirement of an action plan
   • Strict monitoring of your requests

Please note that, the ticket topic change guidelines have to be met: required documents and information have to be provided accordingly with the requests.

These guidelines and requirements, you can find below for the different categories:

Guidelines and requirements for ticket topic changes