The general flow is shown in the diagram below.
A customer is asked to provide the following information:
Equipment ID**
Request type*
Equipment type*
Description**
Photo
Customer name, email, and phone number*
Company / location if no equipment ID identified (On Request)
Fields marked * are mandatory and required by the ZippyAssist system. All other fields are optional but those marked ** are usually configured to be mandatory to provide more context to help facilitate a solution.
When a customer uses SMS TXT to access ZippyAssist we store the number with their request to save them re-entering. As this is independently verified information (we extract the number details from the incoming SMS message) we limit the ability of the customer to change the phone number. This is particularly important in relation to assessing requests for a refund.