What to do if get a ticket

We give L1 support to ICICI and Canara bank and give L2 support to rest banks. 

L1 support - Means we resolve queries raised by users along with bank.

L2 support - Means we do not give support to user and usually don't get any tickets from users. We only support banks.

After opening the ticket you will need to identify if this is from user or Bank. it's simple if you get domains like @icicibank.com its from Bank and if you get user_xyz@gmail.com its from user.

So first of all we will copy the Order ID and go to our CSR board. You will see 2 dropdown menus and a filled.

Select the bank and order ID instead of transaction id (we can use options from this dropdown according to the details we get in the ticket. user mostly comes with order ID and bank sometimes comes with Transaction ID, RRN or ref. no. so select accordingly). 

Now enter the id in the blank and hit search button.

you will get details like this -

Now check the order status here - based of the order status I will give you the solutions in the next articles.