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Answering your first ticket.
Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly. The first of these, you've already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket's content—so you can save ...
Terminal Swap Procedure
Purpose: Use this SOP when a merchant reports that their terminal is faulty and needs to be replaced. When to use: Use this process for hardware issues such as terminal not powering on, frozen screen, connectivity failure, damaged unit, or repeated ...
Merchant Down Escalation
Title: Merchant Down Escalation Purpose: Use this SOP when a merchant is unable to process payments and the issue is business-critical. When to use: Use this process when the merchant cannot accept card payments, the terminal is fully offline, ...