GDCC - Agent Ticket Portal - Agent Guide
Introduction
We will be using the Agent Ticket Portal for general queries and to give agents access to agent manuals and other information. We hope the portal will become a home base for agents to ensure queries are dealt with promptly and not lost in the influx of emails the Team Leaders receive daily, which can become very unmanageable during busy periods.
The Agent Ticket Portal will be introduced to all agents on January 2nd 2025, with some new tickets and functions to offer, but we are still in early phases of testing, and more features will be introduced soon, such as news about the Call Centre, and more articles to browse through in the Knowledge Base.
You should have the ticket system accessible to you while you're working so that you can quickly flag something the Team Leaders need to be aware of during your shift.
Signing up and making a profile
As an Agent, you will need to sign up and make a profile on the ticket portal. You will use your own credentials for this, so make sure you use a password you're going to remember.
1. Navigate to the “Sign Up” page.
2. Enter your name and email to begin. Make sure your name matches your registered agent name, please.
Ignore the sections to the right, “Already a member” and “Are you an agent”, this is not needed for normal log-in accounts. Simply follow the “Sign Up” Instructions to the left.
3. Verify your account in your email.
4. Fill in additional information.
Not all information is mandatory, for example, there is no need to add your Facebook page.
5. You're now able to open a ticket and browse the Knowledge Base.
Signing in
You can remain logged in to the Ticketing Portal, even if you close to page. Keep the portal open any time you're working.
If you do sign out, you can navigate to the “Sign In” page to insert your credentials.
Forgotten Password
If you forget your password, navigate to the “Sign In” page and select “Forgot Password”. Follow the steps to reset your password. This will require you to have your emails open.
https://agentportal.gdcc.com/portal/en/signin
Making a ticket
You can make a ticket on the portal after signing up by selecting “My Tickets” followed by “Add Ticket”.
It's important to give as much information as you can when opening a ticket so that the TL's can easily resolve your query. Some fields will be mandatory for you to comeplete, whereas other can be used to add extra details. Adding screenshots as attachments are very helpful for Team Leaders to understand your query, but please remember to avoid sharing a Respondent's personal data as much as possible.
Team Leaders may not always respond to your ticket straight away if your query is not urgent, so please be patient. In the meantime, if you want to add more details that can help with your query, or you have a related question, you can “reply” to the ticket in the portal.
You can view the status of your open tickets, as well as any replies to your queries from inside the portal.
You will receive some email updates while we're handling your query. Do not reply to the “Zoho” email address. The Team Leader's won't see your response this way. Send all information in the ticket portal.
Ticket Layouts
No numbers on Project
The screen has told you there are no numbers left. Stay logged in and open the ticket. A Team Leader will reach out to you after checking the project and planning.
Missing Time Registration
Only use this ticket if you forgot to add time in the Time Registration Portal, or you see a message that your time in the portal has not been approved.
Project Queries/Flags
This is an important ticket to use while calling your project in case you have a question, or you need to flag something not right to the Team Leaders. Make sure you give as much information as possible.
Blacklist telephone numbers
Use this ticket to report a respondent who has asked to have their number blacklisted. Blacklisting is not the same as a normal refusal and should only be reported if a Respondent specifically requests it.
Absence, Lateness or Early away (today only)
You can now report your absence quite easily by opening a ticket with us in the Ticket Portal, but you can also still report your absence via rtd-tl@gdcc.com.
Remember to report your absence every day before your shift starts. It's also important to let us know if you're going to be late, or if you need to stop early.
Respondent contact with Data Protection Officer
Open a ticket if your respondent wants to be contacted by our GDPR Representative. Follow the form to make sure we have all the information needed to respond to this request. More information about this can be found at the end of all briefing forms.
Technical Help
This ticket is viewed by the Technical Helpdesk, also known as the cc helpdesk. Create this ticket if you have software/hardware issues, forgotten passwords, etc.
View Existing Tickets
You can view existing tickets by selecting “My Tickets”. You have the option from a drop-down menu to your right to select open/closed tickets etc.
If you wish to re-open a ticket that's already been closed, you can simply just reply or add a comment to the ticket.