If a customer logs a ticket to advise they are no longer able to sign into their account -
I am trying to access my Coincover Bitcoin account and when I try to login my Email address is not being recognised ( XXXXXXX@hotmail.co.uk ) can you please help me to regain access to my account.
You will need to assign the ticket to the "product and technical" group and assign the ticket to Morgan, Bogdan or Adam.
From the Freshdesk ticket, send a holding email to the customer to advise that we have forwarded the query to our technical team and will come back to them as soon as we get a response.
From the Freshdesk ticket, send an email to the person you have assigned the ticket to from the technical team to alert them to the ticket.
If they don't come back within 4 hours, chase them again.
We aim to get the answer back to the customer within 24 hours of the ticket being logged.