Question: Person has a general inquiry, and most likely something they should have been able to find on the site but couldn’t. I'd like to get to a point where all Question type tickets are handled 100% by you without intervention by me.
Question - Threshold / Likelihood to Confirm: As it sounds. Any questions about how our system works, whether their trip will go out, what it means that the site says “25 more needed to confirm,” etc.
Question - Have You Run This Trip In The Past? When a rider wants to understand an event’s confirmation history / how popular a trip or event has been in the past.
Question - Canceled Trip Protocol: What if the trip is canceled? Will I get a refund?
Question - Do you have trips for [NEI Event]? When a rider doesn’t see an event on the site that they want to get to, but it’s actually already been closed out due to NEI.
Question - Where is my pick-up? As it sounds. Riders trying to understand the exact place they need to go to pick up the bus.
Question - Do you/can you pick up at [City]...? Intended to answer the question of, "Do you have a pick up in X city or area for Y event?" This is not for someone asking general questions about an RP (eg times/price/duration/exact pick-up spot). Instead this is for questions about whether we service a particular city as an RP for an event.
Question - Where is my bus? Question on Day Of related to being at the pick-up point (or return) and not being able to find the bus.
Question - Wheelchair Accessibility: Questions on protocol for what to do if they need an ADA-compliant bus.
Issue: An issue is a problem someone is having, such as they’re not sure if their transaction went through or they have a technical problem on the site, etc.
Issue - Technical - Jira Added: A technical issue for which you have linked an issue to Jira. This will notify our technical team via Slack.
Issue - Technical: Technical issue as experienced by the rider calling in, but not necessarily one we can investigate. Could be user error, but they are having trouble with the site.
Concern: Perhaps the person is worried about whether a trip will go out because not enough people have booked.
Complaint: Customer is upset about something. Maybe they are demanding a refund.
Request New Event: I'd like to better gauge specifically how many inquiries we get about an event that someone would like to go to that simply isn’t available on the site. This is why I’ve broken this item out as its OWN type. Note that requests to go to correctional facilities fall under this header.
Request To Book: Rider is calling to book over the phone.
Request Quote: Rider is calling because they want to create their own event/trip.
Request Trip Change: Rider wants to transfer seats or change trip time or change trip day or even change event (if, for example, they were going to Day 1 of a 2-day event and now want to go to Day 2).
Direct to CC or PP Refund: When a rider calls us based on the RefundExpiredTransaction email to have use provide a refund directly to their CC or PP or even a check.
Request Cancellation / Refund: Maybe one day we will break these out, but this is any time a rider wants to cancel their trip and get money back.
Request Sponsorship: A request for Rally to sponsor free seats, perhaps on behalf of a charity or other organization.
Request (Generic): A request not covered by other options above, such as to add a new RP to an event. If we get the same type of request a lot, we can add as its own category.
Information Provided: Customer wanted to make sure we are aware of something, such as construction on a bus route or a time change for an event.
Information Provided - Ops: Information being provided by a rider or someone else who contacts us related to parking at a venue or a pick-up point, or other information that will be important to relay to our bus partners or otherwise work into our operations.
Information Provided - Pick Up Point: When a rider provides the specific location for pick-up at an RP (e.g. the lot or business). Notifies Slack that this is has been added by an agent.
Information Provided - Trip Time/Date Corrections: When a rider points out that we are missing a date for an existing event or have the wrong date, or even the wrong venue.
Information Provided - One Way Ride - Rider is informing us that they will only take the ride there or back for an event they are already booked for.
BD Lead: Previously, we used “Lead” to cover something we forwarded to Bennett or Rob, such as group event, sponsorship, etc, as well as users requesting new events to be added to the site. We now have these two broken out as separate types.
BD Lead - Affiliate: When you speak to a rider who is a super user of the system -- trying to create their own bus or suggest a new time and sharing across social media. These will get referred to Ben & Rob for an upcoming affiliate program where we reward riders for filling buses in their local area.
Operations Lead: Bus driver or operator interested in working with us. Notifies our Ops team via Slack.
Leads - General: Typically related to marketing or hiring. Goes to Numaan and Siheun in Slack.
Press Inquiry: Any press outlet (newspaper, website, TV channel, etc) interested in writing about us or potentially working on our behalf. Notifies our PR channel in Slack.
Transactional Rally Email: Paypal booking receipts, notifications of our app updates from Apple and Google, etc.
Compliments: Someone just wanted to tell us how great Rally is.
Outbound: We are emailing a customer for our own reasons, rather than because they’re expecting us (generic).
Outbound - Voicemail (Callback): We missed a call from a rider and are calling them back, but get their vm.
Outbound - Threshold Explanation: Typically sent out in response to a user-created event to make sure they understand the threshold concept. Should no longer be needed based on most recent email template updates.
Outbound - Captains: Clarifying emails for captains, such as that they are the back-up and not the primary captain.
Outbound - userRequested Trip/Event Confirmations: In response to user requested trips and events.