ISO Deployment Queue Procedure

ISO Deployment Queue Procedure (Enhanced with Email Templates)

Overview

This queue is used when terminals/devices (Clover, Valor, FD, etc.) need to be deployed for an ISO (Independent Sales Organization) that manages its own merchant base.

Note: All email templates mentioned in this procedure are housed under Canned Responses in Freshdesk, in the following folders:

• Single Merchant – Deployed by ISO – 3-Step Email Sequence
• Multiple Merchants – Deployed by ISO – 3-Step Email Sequence

Please use only these templates when sending follow-ups.

1. Log in to CRM

• Open CRM and select Tickets.
• Navigate to the Deploy by ISO queue.
• Open the applicable ticket.

2. Review the Ticket / Request

• Review the ticket notes and request details to determine the next steps.
• If the ticket clearly indicates the deployment method: proceed to Step 3.
• If the ticket does not specify deployment method: proceed to Step 5 (ISO follow-up).

3. Route the Ticket to the Correct Queue

• Move to Repro: Select Repro if the device requires reprogramming.
• Move to Deployment:Move the ticket to the Deployment queue if:
  • Notes indicate Ship to Merchant or Ship to ISO, or
  • The request includes a Device Type and Shipping Preference.
• Move to Clover: Move the ticket to the Clover queue if the request involves a Clover-related device.

4. Review Processing (No Deployment Needed)

• If no deployment action is required and the merchant is already processing:
  • Verify the merchant has processed a transaction above $30.
  • Add the following internal comment:
    Merchant transaction verified; ticket reviewed for processing.
  • Close the ticket.

5. Email the ISO — Follow-Up Timeline

If the ticket does not include deployment details or is unclear, use the following 3-step email sequence from the Canned Responses folder:

Day 3: 1st Attempt

• Template: Initial Email – Single/Multi Merchant
• Subject (Single Merchant): Equipment Confirmation – [MID] | [DBA Name]
• Subject (Multiple Merchants): Equipment Confirmation – [ISO Office Name]
• Body: Use the corresponding canned response from Freshdesk.
• Note: 1st Attempt – Follow-up sent requesting device type/VAR sheet.

Day 5: 2nd Attempt

• Template: Second Attempt Follow-Up – Single/Multi Merchant
• Subject (Single Merchant): Follow-Up: Equipment Confirmation – [MID] | [DBA Name]
• Subject (Multiple Merchants): Follow-Up: Equipment Confirmation – [ISO Office Name]
• Body: Use the corresponding canned response from Freshdesk.
• Note: 2nd Attempt – Follow-up sent.

Day 7: 3rd Attempt

• Template: Final Attempt Follow-Up – Single/Multi Merchant
• Subject (Single Merchant): Final Follow-Up: Equipment Confirmation – [MID] | [DBA Name]
• Subject (Multiple Merchants): Final Follow-Up: Equipment Confirmation – [ISO Office Name]
• Body: Use the corresponding canned response from Freshdesk.
• Note: 3rd Attempt – Final follow-up sent.

Day 9: Close Ticket

• If there is still no response, close the ticket.
  • Note: No response after 3 attempts; ticket closed.
• If the merchant started processing, close the ticket.
  • Note: Merchant transaction verified; ticket reviewed for processing.

Additional Notes

• Always double-check the ISO/Office listed.
• If the ISO requires deployment, route the ticket promptly to the correct RFC and add notes.
• Tickets auto-close when they reach 100% complete or if the account is closed. If this does not occur, notify the appropriate contact.
• Special Account Handling:
  • Online sales accounts:
    • Inside Sales agents are expected to document all outreach attempts in the ticket within 24-48 hours of ticket creation. 
    • If no outreach documentation is present, send an email to Ramiro Salazar and copy Tamika Fletcher for follow up within 3-5 business days.
      • Include the MID and DBA Name in the email. 
      • Add the following internal comment: Escalated for management review. 
  • External instance tickets (Mecca, Promotex, RMF, NEP): You may close the ticket without updates.
  • Elavon accounts:
    • Check their portal. Only accounts with completed transactions should be closed.
    • If no processing is found:
      • Advise how to proceed by contacting the sales rep listed in the “Override” section of the merchant profile before closing.
      • Document guidance in the ticket.
  • Tickets from the following ISOs may be closed immediately, as they handle deployment themselves:
    • Direct Sales Agents/Office
    • EMG Agents
    • Jeremy Coello Agents
    • Merchant Industry Capri Agents
    • Plushpay Agents
    • Xpay Agents