Meeting Title: Andi Feedback Ticketing System Onboarding Date: 2025-08-12 Meeting participants: BrendaWilliams, ShannonMartinez, Amber Lin, YvetteRuiz, PatriciaVela, JanieceGarcia, read.ai meeting notes
WEBVTT
1 00:00:08.760 ⇒ 00:00:10.020 Amber Lin: Hi there!
2 00:00:10.590 ⇒ 00:00:11.480 BrendaWilliams: Hello.
3 00:00:15.750 ⇒ 00:00:16.850 YvetteRuiz: Hello?
4 00:00:16.970 ⇒ 00:00:17.940 ShannonMartinez: Hello!
5 00:00:18.010 ⇒ 00:00:19.270 PatriciaVela: Hello!
6 00:00:21.510 ⇒ 00:00:23.640 Amber Lin: Sorry, I was in another meeting.
7 00:00:23.990 ⇒ 00:00:24.900 Amber Lin: Just got off.
8 00:00:26.950 ⇒ 00:00:34.700 Amber Lin: Okay, let me… So, I want to show you guys the ticketing system we made. So…
9 00:00:35.710 ⇒ 00:00:40.900 Amber Lin: The context for this is that whenever people use Andy, they will find….
10 00:00:40.900 ⇒ 00:00:42.599 YvetteRuiz: Waiting on, Tara.
11 00:00:42.600 ⇒ 00:00:43.430 Amber Lin: Oh, okay.
12 00:00:43.430 ⇒ 00:00:46.209 YvetteRuiz: Oh, is she in training? No, she should be out.
13 00:00:46.210 ⇒ 00:00:48.850 BrendaWilliams: Well, no, it’s 2 to 4, but….
14 00:00:48.850 ⇒ 00:00:51.400 Amber Lin: Tricia and I were in, too, so we jumped out.
15 00:00:52.180 ⇒ 00:00:53.590 BrendaWilliams: Let me holler at her, hold on.
16 00:00:54.500 ⇒ 00:00:55.560 BrendaWilliams: Tara.
17 00:00:58.020 ⇒ 00:00:59.030 BrendaWilliams: Tara!
18 00:00:59.500 ⇒ 00:01:01.979 PatriciaVela: Literally holler at her.
19 00:01:01.990 ⇒ 00:01:08.579 YvetteRuiz: I was like, she’s gonna chatter. I know, too.
20 00:01:08.580 ⇒ 00:01:09.349 PatriciaVela: She’s like, darn!
21 00:01:09.350 ⇒ 00:01:10.459 YvetteRuiz: She’s probably got her thing.
22 00:01:10.460 ⇒ 00:01:12.460 BrendaWilliams: Everything’s all… over it.
23 00:01:13.360 ⇒ 00:01:16.779 ShannonMartinez: You know, best friend is voice carries like mine.
24 00:01:32.450 ⇒ 00:01:33.869 YvetteRuiz: For that minute.
25 00:01:35.560 ⇒ 00:01:38.040 YvetteRuiz: Let me… Oh my goodness. Let me go grab her.
26 00:01:38.040 ⇒ 00:01:38.720 BrendaWilliams: Okay.
27 00:01:41.020 ⇒ 00:01:42.460 YvetteRuiz: I’m sleepy.
28 00:01:43.590 ⇒ 00:01:46.749 ShannonMartinez: Yeah, I was… The longest day. Sorry, Patricia.
29 00:01:46.750 ⇒ 00:01:52.409 PatriciaVela: No, I was saying, like, I feel like I’m working on slow motion. Like, I’m not, but I just feel just
30 00:01:54.080 ⇒ 00:01:55.560 PatriciaVela: Come on, get it together.
31 00:01:55.560 ⇒ 00:01:58.999 Amber Lin: I’ll keep it quick. It’s pretty simple, what I’m trying to show, so….
32 00:01:59.000 ⇒ 00:02:02.619 YvetteRuiz: No, no, no. Oh, no, no, no, no, no, not at all. It’s just the day.
33 00:02:02.620 ⇒ 00:02:07.229 ShannonMartinez: It’s just the day, trust me. It’s not like we’re going straight home after this.
34 00:02:07.810 ⇒ 00:02:10.360 PatriciaVela: This is the… this will probably wake us up a little bit.
35 00:02:10.360 ⇒ 00:02:11.130 YvetteRuiz: Yes.
36 00:02:11.470 ⇒ 00:02:12.580 ShannonMartinez: I’m excited about it.
37 00:02:12.720 ⇒ 00:02:13.340 Amber Lin: Okay.
38 00:02:13.340 ⇒ 00:02:15.400 BrendaWilliams: She’s gonna stay in the training.
39 00:02:15.630 ⇒ 00:02:20.160 Amber Lin: Okay, yeah, this will be recorded, and I can also record a short, video.
40 00:02:20.160 ⇒ 00:02:20.780 YvetteRuiz: Okay.
41 00:02:21.070 ⇒ 00:02:38.539 Amber Lin: Yeah, okay. So, the purpose of this is that when people use Andy, I think you guys have tried it, you can submit feedback on, okay, Andy didn’t… Andy did not answer this. And when we get that feedback, we’ll take it to see, okay, is…
42 00:02:38.550 ⇒ 00:02:51.470 Amber Lin: Does it mean that we don’t have items in the central doc? Is the documentation doc complete? Or is it that Andy doesn’t know how to translate what’s in the central doc into an answer?
43 00:02:51.820 ⇒ 00:03:09.479 Amber Lin: So when we get feedback, we need to see, okay, who needs to tackle this? Is it… is it you guys to update the training docs, or is it Brainforce to update Andy, because the responses are not formatted correctly? And before, we were doing everything in…
44 00:03:10.120 ⇒ 00:03:12.370 Amber Lin: Let me share the screen.
45 00:03:12.490 ⇒ 00:03:20.360 Amber Lin: We were doing everything in the… Oh, spreadsheet. So…
46 00:03:20.920 ⇒ 00:03:25.460 Amber Lin: This was where we documented all the feedback before.
47 00:03:25.920 ⇒ 00:03:31.530 Amber Lin: So we’ll have… what was the question? What was the output? And then…
48 00:03:31.810 ⇒ 00:03:46.490 Amber Lin: there was just a lot of days, and then who did it, who sent the feedback, and then what we can do, but this is way too messy, so this is what we’re going to do now. So whenever we get a new feedback.
49 00:03:46.610 ⇒ 00:03:47.720 Amber Lin: Coming in…
50 00:03:48.660 ⇒ 00:03:59.659 Amber Lin: it automatically gets sent here, and it takes a format of this. So, it has the title, CSR Feedback From.
51 00:03:59.700 ⇒ 00:04:11.680 Amber Lin: person’s name, what department they’re from. So this is how we route questions in our… in our system. So, if this person’s just from pest, it will say, pest.
52 00:04:11.730 ⇒ 00:04:25.210 Amber Lin: And then we can also update this if they’re not correct, and the date that the request came in, so that we know, okay, we gotta address this, there has been… this came in early this week, it’s already ended, we gotta do this.
53 00:04:25.510 ⇒ 00:04:35.679 Amber Lin: And it includes the detail here of who was requesting it, what was the original question, and what was Andy’s output.
54 00:04:36.840 ⇒ 00:04:39.109 Amber Lin: And their feedback.
55 00:04:40.530 ⇒ 00:04:59.370 Amber Lin: So, when we create this, if it’s something that Brainforge can fix, we’ll know, okay, this is something we’ll fix, and we’ll try it out. We’ll try it with… after the update, and then I’ve asked Casey, whenever we did it, to send an update to the feedback channel.
56 00:05:00.310 ⇒ 00:05:10.800 Amber Lin: And how this relates to you guys is that, for questions about the training documentation, so about the central docs, say, something… it didn’t provide
57 00:05:11.880 ⇒ 00:05:15.019 Amber Lin: This detail about this service protocol.
58 00:05:15.510 ⇒ 00:05:32.779 Amber Lin: In that case, I would take this, and I would assign to Yvette, or assign to Janiece, and then this will get triaged to you guys, and this is how we can keep track of how many open tickets we need to address.
59 00:05:32.780 ⇒ 00:05:41.849 Amber Lin: Currently, I’ve invited Yvette and Janice to hear. I’m gonna check with Utam if I can invite
60 00:05:42.020 ⇒ 00:05:49.080 Amber Lin: others, or I want to see if it’s okay if this goes to Janiece, and then we can triage from there.
61 00:05:53.500 ⇒ 00:05:54.710 YvetteRuiz: Yeah, …
62 00:05:55.050 ⇒ 00:06:06.429 YvetteRuiz: I think in the beginning, as we’re all getting used to it, I think that she could triage it, and then we could tap in the others, you know, as needed.
63 00:06:06.460 ⇒ 00:06:23.410 YvetteRuiz: just to keep things clean, but I think long-term, I would like to have a POC, like, you know, like Patricia, yeah, them to kind of own that, because I think… or whoever the trainer is, whatever we kind of agree on, so then that way you guys have eyes on anything, that’s pending.
64 00:06:23.720 ⇒ 00:06:24.600 Amber Lin: Okay.
65 00:06:24.600 ⇒ 00:06:28.240 YvetteRuiz: Do you guys agree with that, Brenda? Shannon and them? Yeah.
66 00:06:29.690 ⇒ 00:06:41.860 YvetteRuiz: I think it’s a much cleaner flow, what we’re gonna do here. Hey, Amber, I did have a question. So, when we get those feedbacks, so we were talking about this earlier, and, you know, Shana brought up a good point, is
67 00:06:42.060 ⇒ 00:06:55.980 YvetteRuiz: Now that it’s going to be very visual, so if someone’s working on it, as soon as it gets handled, sharing that feedback back with the employee that put that in there, saying, hey, we’ve addressed it, it’s been completed.
68 00:06:56.220 ⇒ 00:07:14.519 YvetteRuiz: because that would be good to also share with them. I’m kind of going to take it back to, like, the way Evolve, our Evolve ticketing system is. Normally, they put in a ticket, and when it’s fixed, they’ll reply to them, letting them know what the outcome was of it. So, is that something that we can do? How… how can we… because it’s just good for the employee to get that.
69 00:07:14.520 ⇒ 00:07:20.479 Amber Lin: Currently, we do it manually. I think in future sense, we get people’s…
70 00:07:20.480 ⇒ 00:07:40.059 Amber Lin: I’m gonna check if we can get their Google Chat ID. If so, we can add them, and then just post, hey, this feedback has been fixed, or we can share, we can share what has been fixed, but we can start doing it manually, and then let me check with the team how we can automate this.
71 00:07:40.360 ⇒ 00:07:47.349 YvetteRuiz: Okay, alright. I just think it’ll be, it’ll be a very cool feature just to, you know, once it’s closed, it’s full circle.
72 00:07:47.540 ⇒ 00:07:50.830 Amber Lin: Yeah, totally. So for instance.
73 00:07:51.550 ⇒ 00:07:59.650 Amber Lin: Just one last thing. So, for instance, this one is, an issue that’s not… …
74 00:08:00.280 ⇒ 00:08:04.639 Amber Lin: in the central dock, and I’ve asked…
75 00:08:05.100 ⇒ 00:08:24.570 Amber Lin: Casey to say, okay, sometimes the questions, because we only document the specific line that the CSRs put the feedback on, sometimes we don’t have context into what the original conversation is about, and it’s not really the CSR’s fault. So, I’ve asked Casey, okay, can we also add
76 00:08:24.570 ⇒ 00:08:28.850 Amber Lin: The original inputs, or the other conversations from this.
77 00:08:28.850 ⇒ 00:08:44.650 Amber Lin: We’re trying to figure out a way to add it to the ticket. Currently, he does it manually, he goes back and checks the conversation history. So, just so that you guys know, we’re also working on that, so that you have more context into these feedbacks.
78 00:08:45.140 ⇒ 00:08:54.390 ShannonMartinez: And to be fair, Amber, I don’t know that I recall, because we’ve been so focused on pests, this is a commercial, we’ve been kind of…
79 00:08:54.390 ⇒ 00:09:06.399 ShannonMartinez: putting the… these… compartmentalizing the rollout, right, depending on the division. And it sounds like the nature of that question would originate back to the commercial team.
80 00:09:06.430 ⇒ 00:09:15.799 ShannonMartinez: In… in regards to… but I don’t recall seeing in the central doc on the defining factor between residential and commercial.
81 00:09:16.480 ⇒ 00:09:21.350 Amber Lin: In the central dock. Do you know where that may have been placed, Janiece, if we put it in there?
82 00:09:22.770 ⇒ 00:09:39.390 ShannonMartinez: If we want, it’s something that you guys can decide if you want to update. I think we need to add… it needs to be something on both. We need to designate that for the residential pest central dock, and also for the commercial side, because that’s a common question. How do I know if this is residential or commercial?
83 00:09:39.870 ⇒ 00:09:42.449 JanieceGarcia: How many structures, or how many… yeah.
84 00:09:42.910 ⇒ 00:09:44.430 JanieceGarcia: the multifamily homes.
85 00:09:44.430 ⇒ 00:09:48.499 ShannonMartinez: Building is a factor, too, right? So, like…
86 00:09:48.860 ⇒ 00:09:53.320 ShannonMartinez: Like, it may be a law office that may be in a historic… home.
87 00:09:53.690 ⇒ 00:10:09.500 ShannonMartinez: You know, and so we go back and forth on… but they have an AP department, and they may have PO systems, and, you know, so, you know, there’s the billing… so we just need to definitively kind of draw that line, and I think it needs to be in both. That one is very valid in that that’s a central.
88 00:10:10.350 ⇒ 00:10:11.650 JanieceGarcia: Central dog. Should be in there.
89 00:10:12.330 ⇒ 00:10:18.760 Amber Lin: Yeah, I’m just… let me show you how I would assign it to someone. So…
90 00:10:18.840 ⇒ 00:10:34.070 Amber Lin: let’s say we get this status, and Janiece, this will help you navigate this as well. So you’ll sign in, and then you’ll see on the left-hand bar, there’s this triage, and here, we would… we would visit this,
91 00:10:34.700 ⇒ 00:10:43.829 Amber Lin: from 2 to 3 times a week, and we’ll say, okay, this sounds like we can fix it internally, this sounds like it’s gonna be assigned to Janiece, and then I’ll click…
92 00:10:44.140 ⇒ 00:10:59.220 Amber Lin: I’ll click here. You can accept it, say that it’s a duplicate, decline, or, save it for later. I’m gonna say accept. I’ve assigned it to you, Denise, and then, …
93 00:10:59.690 ⇒ 00:11:18.749 Amber Lin: I’m gonna add it to the triage, and I’ll say click Accept, and then you would know that, okay, this is something that I’ve gotta do. So, here are all the issues I have, and if you… if you go up here, you’ll know that this is something that you will have to do.
94 00:11:19.420 ⇒ 00:11:20.740 Amber Lin: And….
95 00:11:21.000 ⇒ 00:11:21.919 JanieceGarcia: And that’s what…
96 00:11:22.190 ⇒ 00:11:32.100 JanieceGarcia: Sorry, Amber, I didn’t mean to interrupt you, but that’s what shows up, because I am logged in, so that way I could follow along too, but that is what shows in the inbox, and then my issues, right?
97 00:11:32.100 ⇒ 00:11:33.200 Amber Lin: Okay, yeah.
98 00:11:33.830 ⇒ 00:11:34.390 JanieceGarcia: Okay.
99 00:11:35.870 ⇒ 00:11:39.029 Amber Lin: Tomorrow, after we do the session, I can walk you through again.
100 00:11:41.410 ⇒ 00:11:42.580 ShannonMartinez: So, how….
101 00:11:42.580 ⇒ 00:11:43.030 YvetteRuiz: Brilliant.
102 00:11:43.030 ⇒ 00:11:49.800 ShannonMartinez: how is that fed into the ticketing system? Because I know that I have submitted 3.
103 00:11:49.900 ⇒ 00:11:52.139 ShannonMartinez: For this afternoon that weren’t on that list.
104 00:11:52.730 ⇒ 00:11:53.530 Amber Lin: Mmm, so what’s the….
105 00:11:53.530 ⇒ 00:12:00.259 ShannonMartinez: What’s the conversion of submitting it from an agent aspect versus going into the ticketing system?
106 00:12:01.070 ⇒ 00:12:08.900 Amber Lin: It should get there, let me check, let me know what it is, and let me check with the team. If it’s not showing up there, it’s an error we need to fix.
107 00:12:09.110 ⇒ 00:12:10.530 ShannonMartinez: Okay, so….
108 00:12:10.530 ⇒ 00:12:13.560 YvetteRuiz: It should be automatic, then? Like, once it… once it’s…
109 00:12:13.690 ⇒ 00:12:18.730 YvetteRuiz: once it’s… the feedback’s gone, a ticket should be created, is that what I’m understanding?
110 00:12:19.000 ⇒ 00:12:21.920 Amber Lin: Yeah, that’s correct. Let me go check with the team.
111 00:12:23.740 ⇒ 00:12:29.600 YvetteRuiz: I just want to give you guys a sense of how we’re gonna handle the feedback, and how we’re gonna do updates from now on.
112 00:12:34.280 ⇒ 00:12:36.830 Amber Lin: Any questions I can help answer?
113 00:12:40.670 ⇒ 00:12:41.400 YvetteRuiz: Right now, I mean.
114 00:12:41.400 ⇒ 00:12:46.279 ShannonMartinez: No, that would be my only… yeah, just like, how… when does it get turned over?
115 00:12:46.530 ⇒ 00:12:57.990 Amber Lin: Yeah, it should… all of them should be. Last time I tested it, it came up, immediately. I’m gonna attack Casey and ask about… ask about it now.
116 00:12:58.130 ⇒ 00:13:08.089 ShannonMartinez: So, I had one submitted at 1.01 PM, submitted my feedback, and says… so I was asking about dropping an attribute for pest.
117 00:13:08.190 ⇒ 00:13:15.649 ShannonMartinez: And it was good, because Andy asked me, is this for home or pest, which I thought was weird that it would ask me for home on the Pest Central Duck, but that’s neither here nor there.
118 00:13:15.650 ⇒ 00:13:24.310 JanieceGarcia: But I did, put my feedback about it needing to be in a billing… a follow-up to billing department for program updates referencing the pricing on the agreement.
119 00:13:24.860 ⇒ 00:13:40.800 ShannonMartinez: needs to list out steps for the process, and then I had a second one. Customer wants to cancel… cancel rodent. They say they no longer need it. I was looking for save tactics. My feedback was that it didn’t answer… it didn’t provide safe tactics for the cancellation workflow.
120 00:13:41.080 ⇒ 00:13:55.530 Amber Lin: Awesome. We have… all of the updates have been sent to us via Slack, so we know internally what’s happening. Casey just responded, he’s looking into the automation process, so I’ll keep you guys posted once it’s all synced.
121 00:13:57.340 ⇒ 00:13:58.160 Amber Lin: Yeah.
122 00:13:58.160 ⇒ 00:14:08.569 YvetteRuiz: Awesome. Okay, so once it’s all synced then, then this… we’re… we’re working live after that, right? Once you confirm, then we’ll start working through the tickets, right?
123 00:14:08.570 ⇒ 00:14:20.540 Amber Lin: Yeah, and I’ll confirm, I think for tomorrow’s working session, the CSRs are usually on for 30 minutes, and we have 15 minutes left over, which I’ll work with Janice to assign the
124 00:14:21.110 ⇒ 00:14:24.910 Amber Lin: See who’s gonna work on it, and then we’ll send an update after that, too.
125 00:14:26.260 ⇒ 00:14:27.280 YvetteRuiz: Perfect, perfect.
126 00:14:27.280 ⇒ 00:14:27.850 Amber Lin: Perfect.
127 00:14:28.770 ⇒ 00:14:34.170 YvetteRuiz: I think that was it on my end. I just wanted the team to get a look at how we’re going to be tracking this stuff.
128 00:14:34.170 ⇒ 00:14:42.239 Amber Lin: Yeah, me too. And Janice, if you want to make the working session tomorrow into Google Meet, so it’s easier for the CSRs, that works for me too.
129 00:14:42.360 ⇒ 00:14:44.570 Amber Lin: I have no problems running Google Meets.
130 00:14:45.180 ⇒ 00:14:48.860 ShannonMartinez: It might save some time, because they spent some time trying to figure out how to join.
131 00:14:49.080 ⇒ 00:15:01.190 ShannonMartinez: Probably easier. Yeah, and because, you know, we’re admin protected when it comes to downloading anything, and so then I have to walk over and show them how to log in using the browser, and….
132 00:15:01.190 ⇒ 00:15:02.360 Amber Lin: Yeah, that makes sense.
133 00:15:02.360 ⇒ 00:15:03.530 ShannonMartinez: makes it easier.
134 00:15:03.780 ⇒ 00:15:04.600 Amber Lin: Of course.
135 00:15:04.650 ⇒ 00:15:05.410 ShannonMartinez: Okay.
136 00:15:05.970 ⇒ 00:15:08.300 YvetteRuiz: Alright, well, thanks guys for taking the time.
137 00:15:08.590 ⇒ 00:15:09.690 JanieceGarcia: Thank you!
138 00:15:09.690 ⇒ 00:15:10.730 YvetteRuiz: Alright, bye! Bye!
139 00:15:11.310 ⇒ 00:15:11.750 PatriciaVela: Thank you.
140 00:15:11.750 ⇒ 00:15:12.250 Amber Lin: Bye!
141 00:15:12.250 ⇒ 00:15:13.339 PatriciaVela: So you want to just jump.