Ticket Field Revamp

If there's an end-user coming for asking transaction status check for VA, what will be the correct Ticket Type?

• Question::End User Inquiry::Transaction status checking
• Question::Virtual Account::Transaction status checking for end user

If there's an end-user coming to ask for payment confirmation, what will be the correct Reason Code?

• Invoice::Lack of understanding about payment confirmation email
• End User Inquiry::Lack of understanding about payment confirmation email

There's an issue happening with error indication on partner. In this case, what is the correct reason code?

• Partner Issue
• Product system issue
• Intermittent Error

What is the explanation of Intermittent Error?

• Issue due to bugs under particular product
• Issue that happen majorly under particular product.
• Issue/error that occurs for a short time, and then goes away.

Merchant coming with clear inquiry for VA transaction checking but the proof is insufficient, what will be the correct TT & RC?

• Ticket type: Question:: Spam:: No context Reason code: Spam::No context
• Ticket type: Question::Virtual Account:: Transaction status checking Reason code: Spam::No context

If end-user or merchant coming with no context at all, what will be the correct Ticket Type?

• Question:: Spam:: No context
• (Product):: Unidentified Reason

For case wher the ticket escalation is still ongoing and being checked by product team, what you should fill for the reason code?

• (Product):: Unidentified Reason
• Spam::No Context
• Leave it blank

After the ticket was solved and customer informed, you couldn't find the correct RC for the inquiry, what steps do you need to do?

• Choose anything and put the internal note -> solve the ticket
• Choose "Unidentified Reason" for RC -> click any submit button
• Choose "Unidentified Reason" for RC -> put the internal note -> click any submit button

What will happened if you choose the "Unidentified Reason" as the Reason Code?

• Ticket couldn't be solve (will remain open)
• If click submit button, ticket will be directly assigned to designated product group (L2 view ticket)
• Ticket still can be solve but with internal note

If you see in the picture attached, what will be the correct Ticket Type?

Translation:

"I paid with the wrong code. Please return the fund to me"

• IM End User Inquiry::End user mistake

• Virtual Account::End user mistake
  

• IM Virtual Account::End user mistake