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Incident Report

United Rentals Network Support, is this a new or existing ticket?
New Existing

Can I get your UR email address?
If they do not have a UR email address, enter their non-UR email address and check the check box before clicking Validate Email

No UR Email Address

What is the best call back number for you?

What are you having an issue with today?

Is this impacting your entire location?

Would you classify this as an emergency, or urgent, or regular issue?

Can you please provide the reason for your call as well as your call back phone number and I will have a network technician contact you

Can I get your existing ticket number?

It looks like the engineer working on this ticket is currently unavailable, how can I help you with this ticket?

I'll reach out to the team manager and escalate this for you, what number can they reach you at?

I will reach out to your engineer and have them follow up with you, what number can they reach you at?

I'll go ahead and close this ticket for you, if you need to re-open it just give us a call back.

I will reach out to your engineer and have them follow up with you, what number can they reach you at?

I will need to have an engineer follow up with you, let me add this information to the ticket.

What is a good number for them to reach you at?

Incident Response

I'm going to transfer you to the on-call engineer, your ticket number for this is 9999999. Can you please hold for 3 to 5 minutes?

Do not provide this phone number to the caller, please transfer the call to this number.
Dial 813-555-5555
When prompted enter the code 17242
Transfer the caller over

The on-call engineer will call you back within the next 2 hours, your reference number for this case is 9999999

If the customer pushes back you can transfer this call to the on-call engineer, do not provide this phone number to the caller, please transfer the call to this number.
Dial 813-555-5555
When prompted enter the code 47014
Transfer the caller over

I will send this over to the on-call right now, your reference number for this case is 9999999

If the customer pushes back please let them know that "Unfortunately there is not an engineer I can transfer this call to right now but I will pass along the urgency and request a call back as soon as possible."

I've opened a new ticket for you, your reference number for this case is 9999999, we will look into this and get back to you as soon as possible.