Guide Purpose:

• This guide IS designed to:
  • Show how to get to Safety Event Challenge Tickets in Zendesk.
  • Show how to review the infraction.
    • To agree with the customer and make the necessary changes.
    • To agree with the reviewer and keep the infraction as is.
  • Show how to resolve the Zendesk ticket.
  • Show how to merge duplicate ticket.
• This guide IS NOT designed to:
  • Explain how to score infractions on triggered events.

How to Get to Event Challenge Tickets in Zendesk

1. Click on the Views tab.
2. Using the search bar, search for Priscilla Gaytan.
3. Click on the filter tab.
4. Select Open from the status dropdown.
5. Open the ticket for review. 
   
6. Identify the event ID
   1. This information is useful in pulling up the challenged safety event.
7. Identify the User who challenged the safety event.
   1. This information is useful in personalized salutations.
   2. This information is useful in checking if User is a company administrator.
      

Note: It’s very Important to search the Event ID’s in Zendesk to find any duplicate tickets. If found, please follow steps on page 7 “How to Merge Tickets”.

How to Log into Customer’s Account

How to Switch Accounts from 3^rd Eye Portal

1. Click on account.
2. Search or scroll to find the name of the customer and click switch Company.
   

How to View if User is a Company Administrator

1. Click on Administration tab.
2. Select the configuration button.
3. Select user to bring out list of all users.
4. Use the naming filters to search for reporter.
5. Select the user when found.
6. Review to see if Company Administrator is checked.
   

Note: If the Reporter is an administrator, change the infraction to “NO Events”. If the reporter is not an administrator, continue the rescoring process.

How to View Event

1. Click on the All Events tab.
2. Select the safety button.
   1. Some events could also be service, vehicle or a video request.
3. Change the status to All from the dropdown.
4. Input the Event ID provided on the Zendesk ticket.
5. Use the date to search for events outside the populated date.
6. Set Division to ALL.
7. Select event for review and rescoring.
   

How to Rescore Safety Event Challenge

1. Watch the video.
2. Decide.
   1. If the event was scored incorrectly, remove infraction, and submit as No Action.
   2. If the wrong infraction was scored correct it and save.
   3. If you agree with the reviewers scoring leave as is.

How to Close a Safety Event Challenge Ticket in Zendesk

1. Fill out all the required information on the left form fields.
   1. Required fields will be marked with asterisk (*).
2. Select the appropriate macro for the chosen resolution.
   1. For more applicable macros, please see the last page of this guide.
3. Personalize the generated response to fit the customer’s request.
   1. See last page for Copy and Paste suggestions.
4. Submit the ticket as closed.
   

How to Merge Tickets

If duplicate tickets are found, follow the steps below.

1. Click on the 3 dots on the top right side of the ticket.
2. Select “Merge into another ticket” from the options presented.
   
3. Input the ticket number of the ticket to be merged in the field section.
   
4. Verify the tickets selected to be merged are correct and click “Confirm and Merge”.
   
5. Merging information will reflect on the ticket.
   

Applicable Macros for Resolution Response

Rolling Stop (Coach Driver): 

This event has been re-scored and removed accordingly. However, please speak with Driver to come to a complete stop long enough to avoid this infraction.  
Please let us know if we can help with anything else. 

* This event has been re-scored as "No Action" by you. 

Obstruction: 

Please note, until this issue is resolved events for this unit will continue to be marked as "Obstruction". 

Safety Event Rescoring: Other Observation 

A "Camera Issue" is an observation. Events identified as "Observed" or under "Other Observations" are non-coachable events and do not count against the driver. These are to inform the customer of any observations the reviewer made on equipment issues and/or on driver along with triggered events that may not of had an infraction but may require additional company review. 
Attached for reference is the 3rd Eye Scoring Categories and Definitions. 
Let us know if we can help with anything else. 

Safety Event Rescoring: Adding Infraction 

This event has been re-scored as "Running Stop" and "Smoking" accordingly. However, there is not an infraction for Passenger Cell Phone Handheld Observed. 
If you would like to add this infraction, please contact your administrator to have this infraction added. 
Please let us know if we can help with anything else. 

Infraction Change:

This event has been changed to "[INFRACTION]" as driver [DESCRIBE INFRACTION]. Please coach accordingly.

Attached for reference is the 3rd Eye Scoring Categories and Definitions.

Please understand, we have been asked by your Corporate Management Team to verify if we graded the events properly. 
If you would like to have it reviewed further, please forward to your Internal Administrator. 
(Please note, this is not a final decision) 

Please let us know if we can help with anything else. 

Supervisors Not Exempt 

Your administrator has not informed us Supervisors/Managers are exempt from this infraction.  
Hence, we ask that you please forward this event to your administrator for re-scoring.  
Let us know if we can help with anything else. 

Event Not Showing for Customer: 

I was able to pull the video for the event. To assist you please provide a picture of the error or blank screen that includes the URL. 

[Insert screenshot] 

Thank you. 

Set Speed Limit: 

I have confirmed that 3rd Eye and the administrator of NAME OF COMPANY have agreed on a set speed of up to 70 miles per hour.  

Even though the vehicle is allowed to go up to 70MPH the driver must abide the speed limit sign posted and not go above 70MPH. 

Closing Follow-Up Ticket: 

Partners, 

It appears you are trying to start a new service or support request by re-opening a ticket that has already been resolved. 

In order to avoid confusion and allow us to better track individual issues we will close this Follow Up ticket, Please create a new ticket for this issue by forwarding an email to our Support Team at support@3rdeyecam.com (Please save email) 

We ask that in the future you use our support email for each individual issue.  

Thank you for your partnership in safety! 

Seatbelt Tension: 

The driver should have the belt away from the neck, but not off the shoulder, and across the chest. Also making sure to remove any slack from the seat belt with the lap belt secured below the belly to fit snugly across the hips and pelvic bone. 

However, if you feel the infraction is marked wrong, please contact your administrator to further review this event.