How do I use the issue and resolution categories to close a support ticket?
This article explains the intended use for resolution and issue codes that Support Agents will use to close support tickets at Wattwatchers
The issue and resolution categories enable real-time monitoring of support trends and are MUST be completed to close a ticket. There are two types of categories used to close support tickets:
- Resolution - Service Agents can select one category that best describes how the ticket was resolved.
- Detailed issue - Service Agents can select ALL detailed issue categories that apply to the ticket. This enables detailed issue reporting by customer, hardware model and application.
Resolution categories
You must select one category that best describes the resolution
| Resolution | Definition |
|
Issue fixed - online discussion |
An email or message discussion resolved |
|
Issue fixed - commercial solution |
Credit, refund, replacement hardware, SIM disconnection or device decommissioning |
|
Issue fixed - knowledge-base |
The knowledge-base resolved the issue. Either when directed by the team to an article, or if automated emails help customers find the answer in the knowledge-base before the service agent. |
|
Issue fixed - phone call |
where a phone call was required to resolve |
|
Issue fixed - work-around |
Where an imperfect solution is provided eg Multiple CSV exports from dashboard to get the customers desired granularity |
|
Issue fixed - purchase equipment |
The purchase of new equipment is required to resolve - eg antennas, CT's, different model |
|
Issue fixed - remote correction |
Remotely applying corrections to the Auditor eg CT reversal and phase corrections |
|
Issue closed - advised remediation |
Where we have advised on remediation, but cannot be actioned and the issue remains. |
|
Issue closed - unresolved |
We we not able to resolve the issue |
|
Issue closed - no response |
the customer did not respond and the ticket was closed. |
|
Issue closed - other |
everything else that the above codes do not cover. |
Detailed Issue Categories
Multiple issue categories can be selected from the following list
|
Detailed issue categories |
Definition |
|
Warranty: credit |
applied to customers with stock |
|
Warranty: hardware replacement |
applies to customers without stock, and WW pay freight |
|
Installation: CT polarity error |
CT polarity incorrect |
|
Installation: phasing error |
CT's placed on the incorrect phases. |
|
Installation: other |
Any other installation error |
|
Installation: documents |
No documents, missing documents or detail not covered in documents provided. |
|
Installation: incorrect CT type used |
A third-party CT, or PMC meter CT has been used on an Auditor. |
|
Installation: modbus connection error |
The Modbus cable was not connected correctly. |
|
Installation: damaged by installer |
The hardware or accessories were damaged by the installer. Issues include over-tightening of connectors until they split, incorrect electrcial connection causing failure, incorrect CT specification used. |
|
Configuration: not configured |
Onboarding not used at all. All settings are default. |
|
Configuration: set mixed phase configuration |
A mixed phase configuration was applied (Currently not supported by onboarding) |
|
Configuration: incorrect CT set in onboarding |
There is a mismatch between the physical CT installed and the onboarding CT size selection |
|
Configuration: other |
Another device configuration issue including switching, or timezone settings |
|
Accounts: no user account |
Wattwatchers application accounts not created for the user |
|
Accounts: password reset |
Wattwatchers applications required a password reset |
|
Accounts: fleet, site or onboarding permissions |
Fleet manager permissions were incorrect, including onboarder access to the fleet. Sites could not be accessed as expected due to permission settings. |
|
Accounts: login issue |
The user had login issues unrelated to password resets and device allocations |
|
API: key allocation |
A device was not correctly allocated to the API key |
|
API: limit reached |
The API rate limit was reached |
|
API: other |
Some other issue with the API |
|
Commercial: billing error |
Investigation revealed a billing mistake |
|
Commercial: SIM transfer |
A SIM was transferred between telco provider accounts. |
|
Commercial: SIM Disconnect |
A SIM was disconnected / device decommissioned |
|
Commercial: payment/billing query |
A question on Wattwatchers billing for hardware or subscriptions |
|
Sales: sales enquiry |
A general sales enquiry |
|
Sales: scoping and detailed use |
A pre-sales enquiry in preparation for an order |
|
Comms: poor signal |
The Auditor had poor signal which is a contributor towards device performance issues |
|
Comms: modbus |
Modbus communications not working |
|
Hardware: accessories |
Accessories are missing or faulty: Connectors, CT's, tails etc. This commonly includes connectors cracked/missing, CT clips don't fasten, cable insulation damage. |
|
Hardware: L1 L2 L3 all OFF |
The lights on the Auditor are as described in the issue code |
|
Hardware: L1 only ON |
The lights on the Auditor are as described in the issue code |
|
Hardware: L1 only flashing |
The lights on the Auditor are as described in the issue code |
|
Hardware: L1 L2 L3 all ON |
The lights on the Auditor are as described in the issue code |
|
Hardware: option board issue |
The switching or modbus board had an issue like not detected |
|
Hardware: other |
The lights on the Auditor are as described in the issue code |