Technical Support RFC focuses on assisting customers in implementing the required updates and identifying and addressing issues affecting transaction processes for merchants and ISOs. Its includes analyzing discrepancies, implementing solutions to streamline operations, and enhancing overall satisfaction by improving transaction reliability and efficiency.

Navigation: CRM à Tickets à Click RPT view to check the tickets

Process Flow:

Once the ticket is populated in the queue, 

• Analyze the ticket and change the status to “In Progress.”

• If the terminal needs to be downloaded with updated parameters, change the status to “Download Needed.”
• Once the issue is resolved, change the status to “Closed."
• Reach out to the agent via Freshdesk if needed.
• Ticket must be closed within 48 hours for possible tickets. 
• Each case has been updated in a separate folder under the relevant Terminal/POS folder.