Support Tickets - All
Purpose and Usage - FAQs
The report can display any support ticket based on the Open Date range specified in the report request.
FAQs
Is this data Real Time or Live Data?
Yes, the data are updated in real-time as soon as we get information on the cases.
Who can access the Support Ticket?
Support Tickets are accessible by Location, so to enter the details of the support ticket, make sure you are part of the Location where the account has originated.
Column Name | Definition | Example |
|---|---|---|
Program | Name of your Program | Open-End Contracts |
Location | The Location where Account was originated | Kansas City |
Case Number | 7 Character Random Case Number uniquely assigned by our system. | ABC1234 |
Contract # | Related Contract (Consumer Account) | ABC1234LOA01 |
Client Ext ID | Merchant External Id for the Consumer related to the Support Ticket. | |
Contract - Code | This field will contain a three letter code (SRV,PUR) to display the type of account we are dealing with | SRV |
Payoff | Principal Bal + Interest Balance + Fees Balance = Payoff Amount - The amount currently owed to payoff this Contract. | 6700.00 |
Reason | Reason for opening the case | Pre-Buyback |
Status | Status of the case | Pre- Buyback |
Subject | What is this case about | There May Be a Problem |
DateTime Opened | Time the case was first opened | 08/22/2024 |
DateTime Closed | Time case was closed | 08/24/2024 |
Description | Detailed explanation of the nature of the case | This Account has fallen Delinquent. Please confirm with Consumer that they have Received Products and/or Services and confirm there are no issues |
Intake | This is just the method that the case was inserted into Salesforce | Pre-Buyback 4 Pay Default |
Merchant Status | The current status of the case set by the Merchant | Pending - Merchant Review |
Merchant Resolution | Resolution of the case provided by the Merchant | Continue Servicing |
Resolution | Resolution of the contract provided by UAS | Contract Adjustment |
Call Hold | Temporary Hold of Outbound Calls until Hold Date has passed. | 08/09/2024 |
Special Situation Type | This field is set when there is an Escalated or Disputed Support Ticket to categorize the type of escalation or dispute. | NA Bankruptcy Consumer Credit Counseling Attorney Deceased SCRA Hardship Earnings Claim Dispute Identity Fraud Supervisor Review Escalated |
Special Situation Investigation | Used for Support Tickets when there is a special situation like a Dispute. This field will define the status of the investigation. | Open - UAS Initial Review |
Support Tickets - OPEN
Purpose and Usage - FAQs
The report allows to report any support ticket that are in Active status.
FAQs
Is this data Real Time or Live Data?
Yes, the data are update in real time as soon as we get information of the cases.
Who can access the Support Ticket?
Support Tickets are accessible by Location, so in order to enter the details of the support ticket, make sure you are part of the location where the account has been originated
Field Definitions
Column Name | Definition | Example |
|---|---|---|
Program | Name of your Program | Open-End Contracts |
Location | Location where account was originated | Kansas City |
Case Number | 7 Character Random Case Number uniquely assigned by our system. | ABC1234 |
Contract # | Cases are related to a Contract, the Contract number is build on the Account Number (ACCT#LOA##) | ABC1234LOA01 |
Client Ext ID | ||
Contract - Code | This field will contain a three letter code (SRV,PUR) to display the type of account we are dealing with | PUR |
Note Date | Date the Contract was written to take effect and Day Interest would start to Accrue and Assess. | 09/25/2023 |
Payoff | Principal Bal + Interest Balance + Fees Balance = Payoff Amount - The amount currently owed to payoff this Contract | 6700.00 |
Reason | Reason for opening the case | Pre-Buyback |
Status | Status of the case | Pre- Buyback |
Subject | What is this case about | There May Be a Problem |
DateTime Opened | Time the case was first opened | 08/22/2024 |
DateTime Closed | Time case was closed | 08/24/2024 |
Description | Detailed explanation of the nature of the case | This Account has fallen Delinquent. Please confirm with Consumer that they have Received Products and/or Services and confirm there are no issues |
Intake | This is just the method that the case was inserted into Salesforce | Pre-Buyback 4 Pay Default |
Merchant Status | The current status of the case set by the Merchant | Pending - Merchant Review |
Merchant Resolution | Resolution of the case provided by the Merchant | Continue Servicing |
Resolution | Resolution of the contract provided by UAS | Contract Adjustment |
Call Hold | Temporary Hold of Outbound Calls until Hold Date has passed. | 08/08/2024 |
Special Situation Type | This field is set when there is an Escalated or Disputed Support Ticket to categorize the type of escalation or dispute. | NA Bankruptcy Consumer Credit Counseling Attorney Deceased SCRA Hardship Earnings Claim Dispute Identity Fraud Supervisor Review Escalated |
Special Situation Investigation | Used for Support Tickets when there is a special situation like a Dispute. This field will define the status of the investigation. | Open - Pending Consumer info |