Surge Protect Queue

Surge Protect Queue

When a customer submits an invoice for a Surge Claim to the Surge Protect mailbox, a Case is created in Zoho and assigned to the Surge Protect Queue. When working the Case, be sure to review the invoice/email then follow the process to complete the case.
  1. In Zoho click Cases .
  2. Select My Open Cases under Views .
    1. Click Views
    2. Locate My Open Cases under All Views

      1. My Open Cases will only show cases in an Open status. To view all cases regardless of status, select My Cases
      2. Click the Star next to My Open Cases to add to your Starred Views (favorites).

  3. Click the top Case to open it.
  4. Click the Conversation tab to open email and review.

  5. Link the Case to the associated Service Request Parent Ticket.
    1. Locate the Service Job Number within the email
    2. Open a duplicate Zoho Desk tab
    3. Click the Search icon and enter the Service Job Number
    4. Open the Service Request (Parent Ticket)
    5. Copy the Case ID  number
    6. In the Surge Protect Case (Child Ticket), paste the Parent Ticket Case ID number into the Parent ID field
    7. Click Save

  6. Swivel to ServiceBench.
    1. Locate the Service Job using the Service Job Number
    2. Create a new Service Job if one doesn't already exist
      1. Download any attachments sent and upload to the Attachments tab

  7. Create a Claim using the invoice supplied as well as any other information received.
    1. If there is not enough information to approve the claim, move forward with replying to the email using the template that best fits the situation
  8. Swivel back to Zoho to reply to the email.
    1. Click the Conversation tab
    2. Hover over the Blue Arrow icon
    3. Click Reply

    4. Select a template from the Surge Protect Templates

    5. Update template with customer specific information
    6. Verify the From field shows the Surge Protect email address
    7. Verify the To field shows the Customers' email address
    8. Click Send

  9. Click the drop-down arrow under Status and select Completed .
  10. Remove None from the Resolution Reason , select the correct reason from the below list and click Save .
    1. Surge-Additional Information Needed
    2. Surge-Claims Process
    3. Surge-Denial/No Reimbursement
    4. Surge-Duplicates
    5. Surge-No Action Needed
    6. Surge-Reimbursement Processed