Support Ticket Report Set

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

Overview

Support

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Support Tickets - All

Purpose and Usage - FAQs

FAQs

Support Tickets - OPEN

Purpose and Usage - FAQs

FAQs

Field Definitions

​Support Tickets - All

​Purpose and Usage - FAQs

​FAQs

​Support Tickets - OPEN

​Purpose and Usage - FAQs

​FAQs

​Field Definitions

Support Tickets - All

Purpose and Usage - FAQs

FAQs

Support Tickets - OPEN

Purpose and Usage - FAQs

FAQs

Field Definitions