Support Ticket Pipelines

How to handle incoming tickets in the ticket pipelines covered by Support:

Customer Support
Finance
Accounts

Each pipeline has a set of custom properties associated with it to indicate the type of support. These properties have to be set before closing any of these tickets.

KPI

Each pipeline should be fully handled by EOB each day. This means there are no unanswered messages left in the inbox. First response should hence be within 8 hours within business hours.

Customer Support 

Incoming tickets from freelancers/customers regarding general support. Generally received on the support@easytranslate.com email.

• Account Adjustment:
  • Usage update, prices, payment method, VAT etc. ("Usage client conversion" tickets automatically get this ticket category).
• Project coordination
  • Client flagging important task, file prep and/or reference material etc.
•  Supplier is late
  • Freelancer did not meet deadline
•  Platform issue: task issue
  • Reporting platform bug: duplicates created, task not available for download etc.
• Memsource: general issue
  • Tag issue, MT settings, QA routines, template adjustment, linguist seat is inactive etc.
• Memsource: sync issue
  • Task not closed on client end, task not sent to translator, etc.
• Supplier platform assistance
  • Calendar adjustment, wants new deadline/to contact client, freelancers needs us to reopen task etc. Also covers general software questions from freelancers like questions about Slack etc.
• Supplier manual invoicing
  • Regarding manual invoicing
•  Client platform assistance
  • Client doesn't know where to download files, talk to linguists. Also covers questions about general transaltion technologies like TM etc.
• Quality issue
  • Regarding issues with translation quality or other complaint management topics 

• Task reassigned/cancelled
  • Task has been reassigned/cancelled etc.
• Memsource free up seat
  • Free up a seat in Memsource for a freelancer.
• Translator information
  • Update translator info
• AWS Spam report
  • Automatic messages from AWS

The Support pipeline will also receive automatically generated tickets from the software platform with various software bugs. These will be marked with a relevant value in the property "Software error type". The ticket is pre-filled with one of the following values and the "Support ticket categoory" will automatically be set to "Software error":

• Missing project template

• No suppliers found for assigning

• Supplier changes price per word for account

• Bad file uploaded, if MS fails to give analysis

Finance 

Incoming tickets from freelancers (payables) received on the mail finance@easytranslate.com.

The different ticket categories ("Finance ticket category") are as follows.

• Invoices:
  • Invoices that have not been paid are forwarded to easytranslate@bills.roger.ai
    • Please make sure that the invoices are not paid. If stated on the invoices that is has been paid by CC, it falls under the category of “Attachments (receipts)”.
  • Invoices from Service freelancers are moved to Spam
  • Reminders are not sent for approval.
• Attachments (receipts):
  • Annexes (paid invoices, receipts etc.) are forwarded to 344bilag1177122@e-conomic.dk
• Missing payment Service:
  • Please ensure to give a good answer to the freelancer that we're looking into this and that we will get back to them promptly before sending along to finances. It is important that we make them understand that we understand their situation and that we're actively looking into this.

• Missing payment Software:
  • A check can be performed by looking up the freelancer in Stripe. If a payout with an amount matching the corresponding invoice has been issued, all is good.
  • If no invoice has been issued, check whether a transfer for the project has been made. If a transfer has been made less than 14 days ago, the payout will be generated automatically 14 days after transfer date.
  • If no transfer has been made and the projected has been completed, the task should be forwarded to Stefan so he can fix it.
  • If a transfer has been made and the 14 days have been exceeded without payout, the task will also be sent to Stefan to investigate/fix.
• Missing payment Software (manual suppliers):
  (Assign to Theresa)

• Update banking info:
  • Only freelancers themselves can change their existing bank info and only future invoices will be adjusted. Already issued invoices will be issued towards existing bank account.
• Bank fees:
  • Service:
    • We do not impose any fees on our freelancers upon issuance of bank transfers if they receive payments in DKK or EUR. We pay all costs associated with issuing the transfer, but the freelancer must cover their own banks costs of receiving the transfer.
    • If they choose a difference currency, they bear all costs regarding the transfer.
  • Software:
    • There are no fees imposed in terms of receiving payouts. However, there can be a substantial currency conversion rate if they payout currency is not EUR.
    • The application fee of 5% will always be applied and is sometime mistaken for a banking fee. However, this is our platform fee.
  • VAT:
    • Service:
      • If the VAT amount on an invoice is incorrect and the VAT number for the freelancer is valid, the task is handed to Finance for correction.
    • Software:
      • If the VAT amount on an invoice is incorrect and the VAT number for the freelancer is valid, the task is handed to Stefan for correction.
    • General inquiries about VAT regulations etc., please consult with the Finance team to get an appropriate answer..
    • Danish freelancers without a valid Danish “CVR-nummer” registered on skat.dk will have to sign up through our partner, Factofly, on FactoFly
• Reconciliation:

• • Freelancers requesting ledger cards etc. for reconciliations. 

• Bugs:
  • These are reported respectively through our ticket system regardless of the platform.
• Over payment:
  • For instance when we have paid a freelancer too much.

Accounts

Incoming tickets from customer (receivables), generally received on the accounts@easytranslate.com email.

The different ticket categories ("Accounts ticket category") are as follows..

• Refunds:
  • Tickets regarding refunds.

• Change of master data:
  • The data can be updated on the customer’s behalf except for payment method. The customer must update this themselves.
• Questions about SEPA:
  • Knowledge base article underway. Can be used for future reference – until then Finance can assist in answering questions. Questions are few and scarce – can easily be answered.
• Questions about wallet:
  • Can be answered through our knowledge base.
• Answer to reminders:

• Notifications:
  • Payment advices are forwarded to anjan@easytranslate.com
  • Other systems notifications are treated as spam.
• Reconciliation:
  • Customers requesting ledger cards etc. for reconciliations. 

• Bugs:
  • These are reported respectively through our ticket system regardless of the platform.
• Invoice adjustment
  • For instance adding additional info and re-issuing invoice