https://wiki.cognitivzen.com/ 2026-10-19T09:07:32+00:00 https://wiki.cognitivzen.com/ https://wiki.cognitivzen.com/_media/wiki:dokuwiki.svg text/html 2026-10-19T08:14:42+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/support:start?rev=1792397682&do=diff Support Knowledge Base Sample documents for TicketChat testing. Not official policies. Pages * Customer Pricing Upload Template * Hot-shot Delivery SLA * Monthly Statement Disputes * Runbook: Online Orders and POS Sync * Store To Warehouse Transfers - Troubleshooting * Ticket Priority and Escalation Matrix Documents * [core_charge_policy.pdf] * [fitment_and_supersession_guide.docx] * [rma_returns_troubleshooting.docx] * [shop_punchout_integration_guide.docx] * [warrant… text/html 2026-10-19T08:14:42+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/support:ticket_priority_and_escalation_matrix?rev=1792397682&do=diff Ticket Priority and Escalation Matrix Sample document for TicketChat testing. Not an official policy. Response and resolution targets per ticket priority, matching the Vtiger ticket priorities Urgent, High, Normal and Low. priority example first response target text/html 2026-10-19T08:14:42+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/support:customer_pricing_upload_template?rev=1792397682&do=diff Customer Pricing Upload Template Sample document for TicketChat testing. Not an official policy. Columns for a customer pricing CSV upload. price_type is net (price is the net price) or discount_percent (price is a percentage off list). Dates are YYYY-MM-DD; an empty text/html 2026-10-19T08:14:41+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/support:store_transfer_troubleshooting?rev=1792397681&do=diff Store To Warehouse Transfers - Troubleshooting Sample document for TicketChat testing. Not an official policy. Transfer numbers look like TR-######. A transfer moves stock between a parts store and its WD warehouse. Transfer states, in order: * text/html 2026-10-19T08:14:41+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/support:pos_online_order_sync_runbook?rev=1792397681&do=diff Runbook: Online Orders and POS Sync Sample document for TicketChat testing. Not an official policy. Covers three related complaints: online orders not reaching the counter POS, store inventory sync delays, and the website showing stock the store does not have. text/html 2026-10-19T08:14:41+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/support:monthly_statement_disputes?rev=1792397681&do=diff Monthly Statement Disputes Sample document for TicketChat testing. Not an official policy. Statements are issued on the 1st business day of each month with numbers like ST-YYYYMM-####. Common reasons a statement total looks wrong * Core charges text/html 2026-10-19T08:14:41+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/support:hot_shot_delivery_sla?rev=1792397681&do=diff Hot-shot Delivery SLA Sample document for TicketChat testing. Not an official policy. A hot-shot (number format HS-####) is an expedited, single-order delivery from a warehouse distributor (WD) or a parts store to a repair shop, outside the scheduled route runs. text/html 2026-10-19T08:13:51+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/?image=support%3Awarranty_claims_process.pdf&ns=support&rev=1792397631&tab_details=history&media_do=diff&do=media <img src="https://wiki.cognitivzen.com/lib/images/fileicons/svg/pdf.svg" alt="warranty_claims_process.pdf" loading="lazy" width="500" height="500" /> text/html 2026-10-19T08:13:51+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/?image=support%3Ashop_punchout_integration_guide.docx&ns=support&rev=1792397631&tab_details=history&media_do=diff&do=media <img src="https://wiki.cognitivzen.com/lib/images/fileicons/svg/docx.svg" alt="shop_punchout_integration_guide.docx" loading="lazy" width="500" height="500" /> text/html 2026-10-19T08:13:51+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/?image=support%3Arma_returns_troubleshooting.docx&ns=support&rev=1792397631&tab_details=history&media_do=diff&do=media <img src="https://wiki.cognitivzen.com/lib/images/fileicons/svg/docx.svg" alt="rma_returns_troubleshooting.docx" loading="lazy" width="500" height="500" /> text/html 2026-10-19T08:13:51+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/?image=support%3Afitment_and_supersession_guide.docx&ns=support&rev=1792397631&tab_details=history&media_do=diff&do=media <img src="https://wiki.cognitivzen.com/lib/images/fileicons/svg/docx.svg" alt="fitment_and_supersession_guide.docx" loading="lazy" width="500" height="500" /> text/html 2026-10-19T08:13:51+00:00 admin (admin@undisclosed.example.com) https://wiki.cognitivzen.com/?image=support%3Acore_charge_policy.pdf&ns=support&rev=1792397631&tab_details=history&media_do=diff&do=media <img src="https://wiki.cognitivzen.com/lib/images/fileicons/svg/pdf.svg" alt="core_charge_policy.pdf" loading="lazy" width="500" height="500" /> text/html 2026-10-19T06:24:59+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.cognitivzen.com/wiki:syntax?rev=1792391099&do=diff Formatting Syntax DokuWiki supports some simple markup language, which tries to make the datafiles to be as readable as possible. This page contains all possible syntax you may use when editing the pages. Simply have a look at the source of this page by pressing