Step 1: Click on Tag Incident to create an incident
Step 2: After clicking, you will see options Email and Inbound
Step 3: For disposing of the tickets related to Email or Inbound cases, tag all the incidents by clicking on the Inbound button
Note: Currently, the Kapture Email integration is work in progress in the backend. The team will be notified once it is live
(STEPS FOR TICKET DISPOSITION AFTER CLICKING ON THE INBOUND BUTTON)
Note: Post clicking on the Inbound button, you will get three options: Complaint, Enquiry, Request
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COMPLAINT-RELATED INCIDENTS
Step 4: For all Complaint-related cases, click on the Complaint button and select the appropriate Incident type
Step 5: Upon selecting the accurate Incident Type as per the customer VOC, the Select Queue, Remarks and Disposition Type sections will automatically get populated. Once the changes are made/not made, click on the Submit button
Note: The Remarks section can be edited if more information needs to be added/removed
ENQUIRY-RELATED INCIDENTS
Step 4: For all Enquiry-related cases, click on the Enquiry button and select the appropriate Incident type
Step 5: Upon selecting the accurate Incident Type as per the customer VOC, the Select Queue, Remarks and Disposition Type sections will automatically get populated. Once the changes are made/not made, click on the Submit button
Note: The Remarks section can be edited if more information needs to be added/removed
REQUEST-RELATED INCIDENTS
Step 4: For all Request-related cases, click on the Request button and select the appropriate Incident type
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