Steps and Information required in Zendesk for ticket escalation to L2

 

Steps and Information required in Zendesk for ticket escalation to L2

1. Enter oxio.zendesk.com and click on "New Request"
2. Enter a title and brief description of the problem.
3. Enter the user's MSISDN (phone number). If this is unknown, it can be obtained from the Menu in the application.
4. If you don't have the MSISDN, the ICCID can be obtained from the SIM card. It is printed on the back of the chip. It is a 20 digit number ending in F.
5. Additional details such as the user's location when they had problems with the service, time and date, network quality (Low, good, moderate) are of great help.
6. Also specify if the user has the app installed.
7. If the client has screenshots, they can be attached to better understand the context.
   

Once the required data has been entered, click on "Submit"