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A client called in and is in need of instant helpdesk but i do not have anyone available

Posted by Krit on Aug 4, 2020

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There will be times when everyone is busy and is not able to accept the instant helpdesk call.  In this case, politely explain to the client that their call is a urgency for you and that you are going to track down the next available technician.  Once you do, you will have that technician call them back immediately to get them the help they need.

You then need to follow the below process:

1. Open a ticket within BMS.

2. Contact/locate an available technician by chat or phone.

3. Once the technician is located, call them and explain the ticket.

4. Assign the ticket to them and let the technician take over from there.

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