Gen Mobile | Ticket Templates

Ticket Templates

Templates to use when creating a ticket, make sure that the ticket type, assign ticket to and group list are correct for the type of cases you have.

Maria O TM

Last Update 3 เดือนที่แล้ว

Remember to add more information to the account.

Also, just a friendly reminder, if the ticket is not correct or is not the ticket templates that we shared with you, we are going to close the ticket.

If it's a lifeline customer in "Group" we have to put the "ACP Customer"

If it's a Prepaid customer in "Group" we have to put the "Prepaid Customer"

ACP CANCELLATION

This is only for cancellation team

Mon-Sun from 10 AM-6 PM (EST) (9 am-5 pm Standard Time | Honduras time (November to March) or 8 am-4 pm DST Time | HN TIME (March-November).

Time Frame 1-2 BD since the hour of the creation. If it was created in the afternoon and they are calling in the morning, they must wait.

Always offer retention.

The ticket type will be "ACP Cancellation," assigned to Group (ACP Customer), and the status will be "Open."

This is only for the CANCELLATION TEAM; customer service should not do this ticket.

Account holder's first and last name:
Date of birth:
Account number:
MDN to cancel:
Last phone number or text sent:
Reason to cancel:

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APN by Email

Time Frame: 1 Business Day - Ticket Type: Other
Assign Ticket To: ACP Customer for LL / PREPAID customer for PP

Customer's name:
MDN:
Email:
SIM:

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BUSINESS ACCOUNT NUMBER (BAN)

Time Frame 24 Hours BD - Ticket Type: Other

Only apply with AT&T

Customer's name:
Account number:
MDN:
request:
Callback number:

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CALLER ID ESCALATION

Time Frame: 3 Business Days - Ticket Type: Other

When the caller ID changes, it will become "Wireless Caller"
Don't create tickets for DISH accounts, as we are not able to make the change for t1

Customer's name:
MDN:
Address:
MDN dialed:
What caller ID is displayed on the device screen?:
Callback number:

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CDR Request

Time Frame: 1 Business Day - Ticket Type: Other

Only apply to the Guatemala team.

Customer's name:
MDN:
Email:
Start date:

End date:

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INTERNATIONAL LONG DISTANCE CALLING (ILD)

Time Frame: 3BD - Ticket Type: International Calling

This is an example of the steps we should follow when making a test call with the customer:

First, dial 011 to exit the U.S. telephone system.
Next, dial 84, which is the country code for Vietnam.
Now dial the local phone number, which is either 9 or 10 digits.

Customer's name:
SIM card (physical)
IMEI(physical)
Address(to check coverage):
Error:
Country:
Signal Bars:
TMO or AT&T
Reason:

Netip Balance on the customer account:

Three examples of international calls made:
Callback:

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SUSPENDED DUE TO USAGE VIOLATIONS

(No Time Frame, but you can include an estimate if possible.) - Ticket Type: Other
Assigned to user: MORTEGA_collective

When to use: Use when the account is suspended due to excessive usage.

Customer's name:
Account number:
MDN:
SIM:
Reason for suspension:
Callback number:
Any supporting details:

//////////////////////////////////////////////////
First block on the account:
Create a ticket based on the previous ticket template.

Second Block on the account:
The TL/Supervisor should send an email to @herman.sanchez so the account can be reviewed and analyzed for a reconnection.

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PHONE REPLACEMENT

Time Frame: 7-10 BD -

Ticket Type: Device -

Group: Fulfillment Team

PO Box from our warehouse: Gen Mobile, P.O. Box 1187, Gardena, CA 90249

Advise the customer that in the box, they should have included on a separate page the name of the account holder, an alternative number, and the ticket number.

Customer's name:
Account number:
MDN:
Order number (if applicable):
Reason for replacement request:
Shipping address:
Email Address:
Callback number:

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REFUND REQUEST

Time frame: 7-10 BD -

Ticket Type: Refund CC

Please make sure you assign the ticket to User, and in User List you select HSANCHEZ_collective or MORTEGA_collective

Customer's name:
Account number:
Order number:
Phone number:
Reason for refund:
Amount:
Last 4-Digits of CC:
Date of purchase:
Email:
Callback:

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REQUEST PUK CODE

Time Frame: 24 Hours BD -

Ticket Type: Other

Customer Name:
MSL(puk) is on the SIM details? Yes or NO:
Customer ID:
MDN:
IMEI:

SIM:

Carrier:

BAN:

Callback:

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RESET VOICEMAIL PASSWORD

*Only use when the regular reset voicemail password procedure doesn't work*

Time frame 24 Hours BD -

Ticket Type: Other

Customer Name:Customer ID:
MDN:SIM:
Carrier:
BAN:
Callback:

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UNABLE TO USE DATA

Time Frame 24 Hours BD

Ticket Type: Data

Please make sure to make the APN's before you make the ticket.

Name:
Account:
MDN:
SIM Card (Physical)
IMEI(Physical)
Address(to check coverage)
Error:
Signal Bars:
TMO or AT&T
MS Status:
Reason:
APN Yes/No:
Callback number:

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DISHATT UNABLE TO USE DATA iPhone

Time Frame 24 Hours BD

Ticket Type: Data

On iPhone 6,7, and 8, we are not able to do the APN's so we have to swap the network to TMO and then DISHTMO

Please make sure to make the APN's before you make the ticket.

iPhone DISH APN
Settings> cellular> cellular data network

CELULAR DATA:
APN: ereseller
Username:
Password:
LTE OPTIONAL:
APN: ereseller
Username:
Password:
MMS

MMS
APN: ereseller
Username:
Password:
MMSC: http://mmsc.mobile.att.net
MMS Proxy: proxy.mobile.att.net
MMS Max Message Size: 1048576
MMS UA Prof:

PERSONAL HOTSPOT:
APN: ereseller
Username:
Password:

To save, press the back button in the top left corner. It will save automatically.

Name:
Account:
MDN:
SIM Card (Physical)
IMEI(Physical)
Address(to check coverage)
Error:
Signal Bars:
TMO or AT&T
MS Status:
Reason:
APN Yes/No:
Callback number:

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UNABLE TO MAKE / RECEIVE CALLS

Time frame 24 hours BD -

Ticket type: Voice

Name:
MDN:
SIM card (physical)
IMEI(physical)
APN Yes/No:
Address(to check coverage)
Error:
MS Status (just for TMO):

Reason:

Callback number:

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DISH - UNABLE TO MAKE / RECEIVE CALLS

Time frame 24 hours BD -

Ticket type: Voice

Name:MDN:
Sim card (physical)
IMEI(physical)
APN Yes/No:
Address(to check coverage)
Error:
MS Status (just for TMO):

Reason:

Callback number:

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UNABLE TO SEND / RECEIVE SMS/MMS

Time frame 24 Hours BD -

Ticket Type: Text

Name:
MDN:
Sim card (physical):
IMEI(physical):

APN Yes/No:

Address(to check coverage):
Error:
MS Status (just for TMO):

Reason:

Callback number:

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UNABLE TO VERIFY THE ACCOUNT "PIN VIA MAIL"

Time frame 24 Hours

Ticket Type: PIN Mail

Group List: ACP Customer

For any customers with new accounts calling who can't verify, create a ticket to send the PIN via mail.

Verify the mailing address on the account, but do not change it, and do not send it to a different mail address. It needs to be verified and on the account.

Advise the customer that they will receive the PIN by mail in 7-10 business days.
The letters do not include the customer name, account information other than the PIN, or any Gen Mobile branding.

Title:

PIN Mail Request Customer ID - (add the account's ID)

Description:
Unable to verify, requested PIN by mail for cust ID (add the account's ID)

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DEVICE UNLOCK CODE - TKT - IMEI:

Time frame 48 hours -
Ticket type: Device -

Group List: ACP Customer

Make sure that the customer has had the device for at least a year.

Customer Name:
Customer ID:
MDN:
IMEI:
Device Make & Model:
Callback Number:

Ex for the title of the ticket: DEVICE UNLOCK CODE - TKT123456 - IMEI: 152636425446587

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DEVICE RECEIPT REQUEST EMAIL

Time Frame: 24-48 hours -
Ticket Type: Customer Service -
Group List: ACP Customer

Customer Name:
Customer ID:
Device Make & Model:
Purchase Date:
Amount:

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12/16/2025 MAO update the UNABLE TO VERIFY THE ACCOUNT and add this "PIN vial mail" and removed the "other" of the ticket type and add the "PIN Email"
12/24/2025 MAO add the UNABLE TO VERIFY THE ACCOUNT "PIN VIA EMAIL"
3/27/2026: Updated by Gustavo Hernandez. Removed "PIN by Email" ticket as no ticket should be created anymore for this. It can only be sent to verified email addresses on Telgoo5 on the email icon.

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