Manual Order Processing and Zendesk Ticket Distribution

Section 1: Zendesk Distribution Procedure1. New Ticket View & Assignment: All new manual and shop orders will initially appear in Zendesk in the view: Ad Hoc Orders. Orders are distributed, based on the Daily Distribution list, to individuals using the specialised view: Ad Hoc Request Assigned to Me.  2. Assign Orders:The team member responsible for distribution that day will: Manually filter incoming orders to identify: Manual Orders Shop Orders Distribute all shop orders to the team members responsible for processing them. You will then be left with the manual orders for immediate processing, which will then be assigned out after review.  3. Closing New Order Tickets: After reviewing the order ticket: Use the necessary macros to create a new ticket to begin processing the order. Once the customer has been emailed, return to the original New Order ticket and apply the macro: /New. Solve the ticket. The /New macro: Tags tickets as "New Order" Enables internal reporting to track the number of orders processed per team member daily  4. SLA Compliance: Each new order has a strict response window of 5 hours from the time the ticket is received SLA begins as soon as the ticket lands in Zendesk Responses outside this window will count as SLA breaches The /New macro must be used for proper monitoring and tracking compliance across team members  Section 2: Manual Order Processing ProcedurePlease follow the steps below for each manual order: Step 1: Check Ticket Access the assigned manual order ticket in Zendesk. Review the customer details and order information.  Step 2: Verify Existing AccountSearch the customer in eFiling using: Email address Company name Company number  Step 3: Determine Account Status If the client already has an account:Proceed to Step 6. If no account exists:Continue with Step 4.  Step 4: Create Account in eFilingNavigate to: Operations > Create Customer Input the following details: Username: customer’s email address Password: welcome(1) Brand Email address Full name Postal address Primary Contact: customer's phone number & email Accept terms and click Save  Step 5: Import Company Information Go to Overview Click "Import Company" Select "Automatic Import" Input & confirm the Company Number  Step 6: Raise an Invoice Create an invoice based on the exact service name provided (copy/paste where possible). For multiple services: use separate lines in the invoice. Confirm the invoice price matches the customer’s request. Keep the default blue-highlighted invoice tick, so the customer receives an invoice.  Step 7: Log the TransactionIn the eFiling system, log the payment: Choose "Credit" Notes: “money already transferred” Account Type: Secure Trading Payment Method: Payment Card Submit to complete the transaction  Step 8: Create the Service on eFiling (if it is a renewable service) Under the company overview, select the tab Services. Choose the service and set the renewal date to today.  Step 9: Assign the TicketAssign the Zendesk ticket to the person responsible for completing the customer’s service. Step 10: Add the eFling Order Number to the Manual Order Log Search for the manual order reference number on the spreadsheet. Once found, add the eFiling order number (from the invoice you have raised) to the spreadsheet. Manual Order Log.xlsx  Special Cases and Exceptions ❗ If the Customer is Blacklisted: Do not create an account for the customer. Email the customer /Blacklisted Manual Orders Put order on the Refund Request Master - https://forms.office.com/pages/responsepage.aspx?id=LU-__gDLJkOApjG2is3PP6oSHFka7StBuAlo49gDcjZURjFGWk9OWFgzSjA2MlZIQ1Q3UlA2TEpCMC4u&route=shorturl   ❗The customer has Full CoSec Raise an FCSS REQUEST (make sure you include all of the information the customer has explained in the manual order into the FCSS REQUEST) Send an email to the customer using the macro /Manual/Shop Orders - Customer has FCSS already Solve the New Order form with a note saying 'FCSS Request Raised' Put order on the Refund Request Master - https://forms.office.com/pages/responsepage.aspx?id=LU-__gDLJkOApjG2is3PP6oSHFka7StBuAlo49gDcjZURjFGWk9OWFgzSjA2MlZIQ1Q3UlA2TEpCMC4u&route=shorturl  ❗ If the Customer’s Email Does Not Match: Assign the order to the agent for distribution. The agent will use the "Email not on file" macro. Leave a note saying 'Email address does not match company name on file'  ❗ Upsell to Outbound Team If the service can be completed under Full CoSec, we want to try to upsell the customer to FCSS. This includes a company name change, director appointment/resignation, transfer of shares, and issue of shares. Once we have added the manual order, we need to assign the ticket to the Outbound Team (we also assign it to Outbound for shop orders). If the email address does not match, do not send it to Outbound; send it to the agent on distribution, and they can upsell.  ❗ Confirmation Statement and Dissolution Service invoices are slightly different for manual orders: Confirmation Statement - Express service = £35.99 @ 20% VAT  (43.19)Companies House Disbursement Fee – add to second line of invoice - £34 NO VAT  = £77.19 Confirmation Statement - Standard service = £25.99 @ 20% VAT (31.19)Companies House Disbursement Fee – add to second line of invoice - £34 NO VAT  = £65.19 Company Dissolution Service = £56.99 @ 20% VAT (68.39)Companies House Disbursement Fee – add to second line of invoice - £33 NO VAT  = £101.39 Company Name Change = £49.99 @ 20% VAT Companies House Disbursement Fee – add to second line of invoice - £20 NO VAT  = £79.99