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What can I do if my customer hasn’t received a response from Account Helpdesk?

If your customer hasn’t received a response, check if you can answer them directly, using IWG Academy, Ops self-help and your line manager.

If you can’t help the customer directly with their query, you can escalate the Account Helpdesk request by contacting your Support Centre via TeamHub > Help> Ops Support request.

Make sure you follow the latest Account Helpdesk Escalation process.

Please note, Community Teams don’t have visibility of tickets used in Account Helpdesk, so you will need to request a follow up by email.

Reference: Account Helpdesk Guide on IWG Academy.

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