Nick Olson

This should be used to correct or add information to a ticket once it already has a Qualtrics case created. This process is necessary because once Qualtrics case is created, the integration doesn’t...

Fill Zendesk fields with information provided by guest and make sure to add the summary of the case on the “Agents Comments” box Feedback tickets never require the “Action Required Box” to be check...

For service complaints we usually take the guest’s comments as feedback, unless the guest mentions they want to be contacted or a follow-up and in the case of a payment issue.Overall Service proces...

Validate the complaint according to Tim Hortons standard in the Ops Manual. If complaint is valid, gather information to fill the Zendesk fields If information is not available, send a response to ...

Level 2 requests are divided into 2 main topics:Internal Issues: related to restaurant employees' requests, where the employee is the requester. Repeated contact: guests contacting us a second time...

L1 – High RiskImportant definitions: Foreign object: any object that is on the food, beverage or package that shouldn’t be there. Examples: Hair, eggshells, mold, plastic, cross contamination food,...

You can use our Knowledge Capture app to leverage your team’s collective knowledge. Using the app, agents can: Search the Help Center without leaving the ticket Insert links to relevant Help C...

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You can modify the look and feel of your Help Center by changing colors and fonts. See Branding your Help Center to learn how. You can also change the design of your Help Center. If you're comfort...

This FAQ is a section in the General category of your help center knowledge base. We created this category and a few common sections to help you get started with your Help Center. The knowledge ba...