Advanced CRM Training Guide

Study the golden rule, the ticket statuses, the flags and the badges below. When you feel ready, take the scenario test.

1 · The Golden Rule 2 · Statuses 3 · Flags 4 · Badges

1 The Golden Rule: when is a ticket processable?

"Processing" means entering the official government website to manage and submit the application.

STEP 1

Is it Paid?

Look for the green Paid badge. If it says Unpaid, we never process.

STEP 2

Is the status "Completed"?

Only Completed tickets are candidates. Any other status means the ticket is not ready or already handled.

STEP 3

Any blocking flags?

Flags like Refunded, Waiting, Follow, Alert, Fraud or Block GDPR stop manual processing even when the status is Completed.

✅ A ticket is ONLY ready to be processed manually when it is Paid, its status is Completed, AND there are no blocking flags. Priority flags (SLA Complete, Arrival < SLA, Urgent) don't block: they tell you to process it first.

Important Rule for Emails: If there is any pending email on a ticket, regardless of the ticket's current status, you must access the ticket to respond to the customer's request or manage information sent by the government.

Every ticket you open ends in one of three outcomes — this is exactly what the test will ask you:

Process with the government

Paid + Completed + no blocking flags. Enter the official site and submit the application. SLA / urgency flags mean do it first.

Internal actions needed

Something must be handled inside the CRM first: resolve a Follow, reply to pending emails, review requested info, or check the Worklog notes.

No steps to perform

The ticket is waiting (Uncompleted, Pending, Waiting), already handled (Approved, Denied, Recycled) or dead (Unpaid, Refunded, Cancelled). Do nothing.

2 Status Meanings

Statuses follow the ticket lifecycle. Green = actionable/positive · Amber = waiting · Red = closed/negative.

RegisteredThe first status every ticket starts in. The customer entered their first pieces of information, so some data is already stored. Usually still Unpaid.
UncompletedOnly for products requiring a profile. The ticket has been paid but the profile has not been completed. Wait for the customer.
Completed ★ the one you processThe customer has paid and finished the whole profile. This is the only status where manual processing can start (if no blocking flags).
PendingOur side of the processing is finished and we are awaiting the government response. Set only after the government fee has been paid.
ApprovedThe product has been processed, approved by the government and sent to the customer. Nothing left to do.
RecycledThe customer already purchased this product and it is still valid. We do not process a new one; we resend the previously approved document.
CanceledThe amount paid by the customer has been refunded before we could process the product. The ticket is dead — never process.
DeniedThe request has been rejected by the government after being processed by us.
DiscardedOnly for Multitraveler tickets: items the client removed from the cart before paying. They remain Unpaid; no action required, ever.

3 Interactive Flags Directory

These are the real icons as they appear next to the ticket's queue selector. Click each one to study its meaning.

Select a flag

Click any icon on the left to see what it means and how to react.

4 Badges at the top of the ticket

Colored pills next to the Product id. Read them before anything else — they often decide the outcome.

Paid The customer's payment went through. Required before any processing.
Unpaid No payment received. NEVER process unpaid tickets.
Refunded Money returned to the customer. NEVER process — the ticket is dead even if the status still says Completed. Often paired with "Refunded when: completed/uncompleted".
Multitraveler ▾ Multiple visas purchased in one transaction. The purple dropdown lets you jump between each traveler's ticket.
Priority The customer bought the priority service. Process before regular tickets.
Protection The customer purchased the additional Fee Protection service. Informative — note it, it doesn't change processability by itself.
Percentage: X% How much of the profile the customer has filled in. Below 100% the ticket stays Uncompleted.
Robot: … State of the automation (ready, pending, error…). An error means the bot could not finish and the ticket may need human review.

Are you ready to test your knowledge?