General: How to open a ticket  

The ticket log's URL is: https://cslog.shcdirect.com/

Every agent will have their own log in, to open and view tickets. Tickets should be opened for any call where agents have exhausted every option to assist the customer and answer their questions. If the customer is left unsatisfied, or unassisted, agents should open tickets with a clear, yet brief description of the customers questions, and the agents findings, or steps taken to assist customer.

It's very important that agents:

1.Keep a detailed log of incidents
2.Record the problem
3.Record the fix


The following fields are required while opening a ticket:

• First Name is Required
• Last Name is Required
• Address1 is Required
• City is Required
• State is Required
• Zip is Required
• Phone is Required
• Please Select a Program
• Customer Issue is Required

Sample Ticket:
*Notice the ticket does not have any agent information in after the User portion, means the customer filled out the ticket online.
*Once a ticket is closed, it cannot be re-opened. If the User calls in a says they feel their issue has not been resolved, please locate the ticket and share the notes with the customer. If their issue has in fact not been resolved, please enter a new ticket and include the previous ticket number for reference.