How well do you know your customer support?
Let's find out
 
(Level - 0)  Ticketing basics

 
Two agents open a ticket. Two agents start typing the reply. Two replies are sent to the same customer (how embarrassing). How can you avoid this booboo? *


 
First, a ticket is 'open', sometimes it goes to 'pending', but it always goes to 'resolved' and closed'. What are open, pending, resolved and closed? *


 
Canned responses. You love them, you hate them but you cannot live without them. When do you need them? *


 
What are open tickets? *


 
Sometimes, tickets are "on hold". It's not their fault. It's not their choice. It's just a part of the ticket's life. But when are they "on hold"? *


 
All tickets are equal but some tickets are more equal than the others. Some tickets you can work on for days while some, you need to resolve in an hour. How would you know which tickets need to be resolved when? *

(Four hours good, two hours better!)

 
(Level - 1) Support Basics

 
If a customer calls your support number and the hold time is close to the wait time for George R. R. Martin's next book, what should you be doing? *


 
These smiley faces are from a Happiness Report. Now, what do Happiness Reports show? *


 
Mirror mirror on the wall, which is the worst customer support sin of them all? *

(You can pick only one)

 
Whoever does not resolve a ticket on time causing grievance to the customer and damage to the company's reputation, shall cause the helpdesk to trigger *


 
(Level - 3) Digging in deeper. 
Level 3 questions are a bit more complex and situational. You can continue or end your quiz now. *


 
You have just been made a lead support agent in your team and the first task your manager gives you is to make sure every ticket in the helpdesk is resolved within 5 days. What is the best way to handle it? *


 
You are the manager of a support team in a government firm and your customers' data is sensitive. How will you make sure your agents don’t see the data from anywhere outside your office? *


 
You have been using email to support customers for a long time and you are thinking about switching to a helpdesk. You want to make sure that your customers get the same personal support experience they used to get through emails. So you want to make your helpdesk invisible to customers. How will you go about it? *


 
Your support teams has two agent groups - one team works during the day and the other during the night. How will you make sure that the two groups handle tickets created only during their working hours. *


 
You are managing a community forum that connects the public to lawyers. It’s a serious business with serious participants. But there is a cat gif epidemic spreading and you have to avoid rogue members posting them on your forum at all cost. What is the best way to do it? *


You scored {{var_score}} out of 10!

Uh...you've still got quite a ways to go - dragons to slay, mountains to climb and rings to toss. So, go brush up on your support skills by reading our extensive support glossary. You'll thank us one day.
Fine, take me to this glossary.
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You scored {{var_score}} out of 15!

Uh...you've still got quite a ways to go - dragons to slay, mountains to climb and rings to toss. So, go brush up on your support skills by reading our extensive support glossary. You'll thank us one day.
Fine, take me to this glossary.
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You scored {{var_score}} out of 10!

Not bad, but not quite there yet. Keep supporting, keep engaging and take a look at our customer support glossary - you’re well on your way to becoming the best. 

What is this support glossary?
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You scored {{var_score}} out of 15!

Not bad, but not quite there yet. Keep supporting, keep engaging and take a look at our customer support glossary - you’re well on your way to becoming the best. 

What is this support glossary?
Powered by Typeform
You have scored {{var_score}} out of 10!

CONGRATULATIONS!
The Iron Throne of customer service is yours, by right. You can teach us a thing or two! Visit our customer support glossary and suggest terms we might have missed.
Alright, I'll help.
Powered by Typeform
You have scored {{var_score}} out of 15!

CONGRATULATIONS!
The Iron Throne of customer service is yours, by right. You can teach us a thing or two! Visit our customer support glossary and suggest terms we might have missed.
Alright, I'll help.
Powered by Typeform
Powered by Typeform