This is the ticket taxonomy and response library that WorkBright's own Customer Success team uses in Intercom.
It is shared so partners who embed or white-label WorkBright can stand up a support operation without building the structure from scratch.
If you own Tier 1 support for your end customers, your team fields the first question about a Section 2 deadline, a Tentative Non-confirmation, or a document receipt.
Two things make that sustainable: a consistent way to categorize what people are asking about and vetted language your agents can send without having to research compliance rules mid-conversation. This article gives you both.
1. How to use this document
Every conversation in our Intercom instance gets one product area and one resolution type before it is closed. Those two attributes drive our recurring reporting and support four decisions:
Staffing and coverage. Volume by product area shows where agent time is going and which skills to hire or train for.
Documentation priorities. A product area with high Existing Functionality or Best Practice volume indicates a gap in the help center, not in the product.
Product feedback. Clusters of Workaround and Troubleshooting resolutions are the clearest evidence we bring to the product team.
Escalation health. Critical Incident volume and Customer Unresponsive rates surface process problems rather than individual ticket problems.
The response templates are stored in Intercom as saved replies (macros), so agents insert an approved answer rather than composing compliance guidance under time pressure. That keeps answers consistent across a team and reduces the risk of an agent stating a rule incorrectly.
To put this to work on your side:
Load the taxonomy into your help desk. Product areas and resolution types work in Intercom, Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot. The field names differ; the structure does not.
Require both tags before close. A taxonomy with optional fields produces reporting nobody trusts. Make both mandatory at close, and the data becomes usable within a single reporting cycle.
Adapt the categories to your own product surface. If your platform uses different terms for staff records or groups, rename the product area to match the terms your customers and agents actually use. Keep the underlying distinctions.
Adjust the templates to your brand voice, not the compliance substance. Change greetings, sign-offs, and formality freely. Treat deadlines, document rules, retention periods, and case handling steps as fixed, because those reflect federal requirements.
Define your escalation line. Decide which product areas your team resolves and which route to WorkBright, then document the handoff. Critical incidents should always escalate immediately.
Review quarterly. Add product areas as your integration surface grows, and retire any that never get used.
2. Product areas
Product area records what the ticket is about. Apply exactly one per conversation.
Tag the primary subject of the request. When a ticket touches more than one area, tag the one the customer opened with and note the secondary topic in your internal notes.
Product area | What it covers |
Account Questions | Billing, subscription, account status, login and access issues, and general "how do I" questions not tied to a specific module. |
Admin Permission Setup | Creating admin users, assigning roles and permission levels, group or worksite scoping, and removing access for departing admins. |
Admin Dashboard | Navigation, dashboard tiles and counts, filters, saved views, and questions about what a dashboard status is telling the admin. |
Bulk Actions | Any multi-employee operation: bulk requests for new submissions, bulk countersigning, bulk archiving, bulk messaging. |
Critical Incident | Platform-wide outages, data integrity concerns, security events, or anything blocking all users. Route to escalation immediately, regardless of module. |
Customer Left Before Details Provided | Contact opened a conversation and disengaged before the issue could be identified. Kept as a product area so these do not distort real volume. |
E-Verify | Case creation, case statuses, TNC and FNC handling, photo matching, credentials and enrollment, worksite configuration, closure reasons. |
Groups | Group creation and structure, group-based assignment of forms and permissions, moving employees between groups. |
I-9 | Form I-9 completion, Section 1 and Section 2 questions, document lists, receipts, reverification and Supplement B, retention and purge, corrections. |
Rehire Staff Wizard | Rehiring former employees, reuse of an existing I-9 versus a new form, and the wizard workflow itself. |
Reports | Standard and custom reports, exports, missing form reporting, retention and purge eligibility, audit preparation pulls. |
Skip E-Verify | The Skip E-Verify toggle: when it applies, how it interacts with case creation, and how to reverse it. |
Staff Page | Employee profiles, staff search and filters, profile fields, supplemental files, archiving and reactivating employees. |
3. Resolution types
Resolution type records how the ticket ended. Apply exactly one per conversation at close.
Resolution type records the nature of the outcome, not the outcome quality. Accurate tagging matters most for Workaround and Troubleshooting, which are the categories your product team will want to see.
Resolution type | When to use it |
Best Practice Recommendation | The product worked as designed and the customer needed guidance on the compliant or most efficient way to use it. |
Customer Resolved on Own | The customer found the answer or completed the action before support intervened. Log it so self-service wins are visible. |
Customer Unresponsive | Support replied and requested information, and the customer did not return. Closed without a confirmed resolution. |
Existing Functionality / KB Article | Answered by pointing to a feature that already exists or to a published help center article. |
Training via Phone / Screenshare | Resolved through a live session because the issue was easier to demonstrate than to describe. |
Troubleshooting | Required investigation into a specific account, record, or configuration to identify and correct the cause. |
Workaround | The customer was given an alternate path because the direct path was blocked, unavailable, or defective. Often a signal for the product team. |
4. Response templates: Form I-9
Each entry pairs a customer question with an answer written for direct use in a ticket. Product navigation steps assume the standard WorkBright admin interface. Adjust wording where your embedded experience differs.
Q1: Is this the current version of the I-9? How often do you update it?
Answer:
WorkBright monitors for new versions and automatically updates core forms like the I-9 when new editions become available.
Q2: When does each part of the I-9 have to be completed? What are the deadlines?
Answer:
Section 1 (employee's portion): no later than the employee's first day of work.
Section 2 (your document review): within 3 business days of their start date.
Q3: Can I require an employee to show a specific document, like a passport or their EAD?
Answer:
No. Requiring a specific document is a compliance risk known as document abuse. The employee chooses either one List A document or one List B document plus one List C document. You must present the full list of acceptable documents and accept any valid choice the employee makes, including at reverification.
Q4: How long do we have to keep I-9s? When can we delete an old one?
Answer:
Keep each I-9 for 3 years after the hire date or 1 year after the employee leaves, whichever is later.
Q5: There is a mistake on an I-9. How do I fix it?
Answer:
It depends on the section.
Section 1 cannot be edited directly, because that section is the employee's attestation. The form is rejected back to the employee, who corrects it and resubmits.
Section 2, such as a start date or document expiration date, can be edited directly by an admin:
Go to the Form I-9 dashboard and select the tab matching the submission status. Completed forms are typically in the Completed tab.
Locate the I-9 and check the box to the left of the employee's name.
Click Edit Section 2 for 1 Selected Form.
Update additional information notes, the start date, document details, or uncheck the receipt box as needed.
Click Save.
Q6: How do I request a new submission?
Answer:
You can request a new I-9 submission for one person or in bulk.
For a single employee: open the employee's profile, go to the Forms tab, find Form I-9, click the three dots or check the box, and choose Request New Submission.
For multiple employees: go to the Staff page or a report, select the employees, then choose Bulk Actions > Request New Submissions, search for Form I-9, and click Next or Finish.
Q7: When do I have to reverify an employee?
Answer:
Reverification must be completed no later than the date the employee's employment authorization, or the document used, expires.
Reverification is only required when the authorization or document has an expiration date, such as a temporary work permit. It is not required for U.S. citizens, and it is not required when a List B identity document expires.
When it is time, the employee must present a new unexpired document from List A or List C, and you complete Supplement B, formerly Section 3, on the original Form I-9.
Q8: What is Supplement B and how do we use it?
Answer:
Supplement B is the part of the current Form I-9 used for reverification and rehire. It covers three situations:
Reverification. An employee's temporary work authorization, such as an EAD, is expiring and they present a new document showing continued authorization. This is the most common use.
Rehire. When you rehire a former employee within 3 years of the date their original I-9 was completed, you can update the existing I-9 through Supplement B instead of completing a new form.
Name change. Optionally recording a legal name change.
Q9: Can an employee use a receipt, and what do I do once they have the real document?
Answer:
Yes, in specific cases. The most common is when the employee has applied to replace a List A, List B, or List C document that was lost, stolen, or damaged.
A receipt is valid for 90 days from the employee's first day of work for pay, or 90 days from the date employment authorization expired in a reverification. Receipts cannot be accepted if employment will last less than 3 days.
How the employee submits a receipt: they upload a photo of the receipt, check the box indicating it is a receipt, set the expiration date to 90 days from their start date, and complete the I-9 as usual.
What you do when they present the real document:
Upload the replacement document under the employee's profile in Supplemental Files, which is internal only.
In the I-9 dashboard, go to Expiring Docs and select their form.
Choose Edit Section 2, then Edit Documentation.
Uncheck the receipt box and update the expiration date to match the new document, then save.
Note: The original document image cannot be replaced.
Q10: What are the steps for remote verification of the Form I-9?
Answer:
The employee completes Section 1 in WorkBright by their first day of employment.
The employee selects an authorized representative.
The employee and authorized representative meet in person so the representative can physically inspect the original documents.
The authorized representative confirms the documents appear genuine and relate to the employee, then completes and signs Section 2.
5. Response templates: E-Verify
Q11: Do we have to use E-Verify? Is it required?
Answer:
E-Verify is voluntary at the federal level, but it is required in some states, required for many federal contractors, and required if you want to verify documents remotely under the DHS alternative procedure.
It does not replace the I-9. Complete the I-9 first.
Q12: When do I have to create the E-Verify case?
Answer:
After the I-9 is complete, and no later than the third business day after the employee's start date.
Cases must be created for all new hires at participating sites, because selective use is not permitted. Enter every field exactly as it reads on the documents, since small typos cause most mismatches.
Q13: How do I enroll for an E-Verify account?
Answer:
To use E-Verify with WorkBright, you need an E-Verify account that is Web Services enabled.
If you already have an E-Verify account, check whether it is Web Services enabled: log in, click your name in the top right, then Company Account > Company Profile, and look for Web Services under "My Company is Configured to." If it is listed, that existing account can be integrated. If it is not, you will need to enroll and set up a new E-Verify account, selecting Web Services – Employer during enrollment.
After enrolling and completing the 45-minute training, go to Settings > E-Verify and enter your E-Verify Company ID along with your Web Services User ID and password. Create the Web Services user in E-Verify first and set its password before entering it here. Submit only once.
Q14: What are the E-Verify case statuses and who needs to act on each one?
Answer: (short version for live chat; see Section 6 for the version to use in email and agent training)
The statuses you will see are Tentative Nonconfirmation (TNC), Photo Match, Unconfirmed Data, Scan and Upload, Manual Review, and Unable to Submit to E-Verify. Cases that need no action update to Closed automatically.
To manage cases, go to Onboarding > E-Verify Cases, and use search, sort, and filters such as Case Status and Estimated Deadline. Open a case to view details and follow the guided steps.
Unconfirmed Data. Confirm the information is correct or edit the fields, then click Confirm and Send to E-Verify. Updates go only to E-Verify and do not change other parts of the profile.
Scan and Upload. Click Send photos to E-Verify to submit the I-9 document images.
Manual Review. No action needed. Check back for updates, usually within 24 hours.
Photo Match. Compare the employee's photo document against the photo E-Verify displays and confirm whether it matches.
TNC. The employee reviews the Further Action Notice and chooses next steps. You close the case with a reason if it becomes a Final Nonconfirmation.
Unable to Submit. Clear the blocker, such as a missing SSN, a receipt flag, the Skip E-Verify toggle, or an open case, then use Resubmit to E-Verify if available.
6. E-Verify case statuses in detail
Use this section for email responses and for agent training.
Photo Match
E-Verify photo matching prompts you to compare the employee's photo document with a photo displayed during case creation. This confirms that the document the employee provided matches records available to DHS.
Four List A documents trigger photo matching: the U.S. passport, the passport card, the Permanent Resident Card (Form I-551), and the Employment Authorization Document (Form I-766). When the employee selects one of these, they upload the front and back of the document, or for a U.S. passport, the Passport ID page and the Passport Barcode page. If the Form I-9 information matches DHS records, E-Verify displays the photo from the document presented.
If you select "No, this photo does not match," E-Verify updates the case status to Scan and Upload.
Unconfirmed Data
E-Verify is requesting confirmation of the information entered on the employee's Form I-9. Admins can either confirm that the information is correct or change the information in the displayed fields if it was entered incorrectly, then click Confirm and Send to E-Verify for further review.
Any updates to those fields are sent only to E-Verify and do not generate updates elsewhere in the staff profile or forms.
Scan and Upload
E-Verify is requesting an image of both the front and back of the document for most document types. For a U.S. passport or passport card, E-Verify requests the Passport ID page and the Passport Barcode page. Admins can submit the photos the employee already provided on their Form I-9 by clicking Send photos to E-Verify.
Manual Review
E-Verify returns an "E-Verify Needs More Time" response and in most cases provides a result within 24 hours. No action is required from the employer or the employee during this time. Check E-Verify regularly for status updates.
Tentative Nonconfirmation (TNC)
These appear in the E-Verify summary on the dashboard as "E-Verify case Pending Referral (TNC)." Clicking the employee name opens the case details. The system notifies the employee that there is an issue with their case.
The employee logs into WorkBright and reviews the Further Action Notice (FAN) from E-Verify, which identifies where the mismatch occurred in their I-9 data and which agency reported it: DHS, SSA, or both. From the Staff Action page, the employee confirms with an administrator whether there is an error in Section 1 or Section 2 of their I-9 that caused the mismatch.
If the employee indicates anything other than that their Form I-9 is correct, you must either have them resubmit the Form I-9 or edit the Section 2 data and update the form. These cases display on the dashboard as "E-Verify case Pending Referral Bad Data (TNC)."
If the employee indicates their Form I-9 is correct, they choose whether to dispute the mismatch with the agency or agencies listed in the FAN:
If they select "I WILL NOT take action to resolve this mismatch," that is sent to E-Verify and results in a Final Nonconfirmation status that you will need to close.
If they choose to take action, the case updates to Referred and the employee contacts the agency where the mismatch occurred.
The audit trail records that choice in the administrator view. Once a case has been referred, the system listens for a status update from E-Verify. The possible results are Closed Authorized, where no additional action is required, or Final Nonconfirmation, where an administrator must provide a closure reason and close the case.
Unable to Submit to E-Verify
In some cases, the I-9 cannot be submitted to E-Verify. This is indicated in the E-Verify status box on the employee's Form I-9 page. Common causes:
Missing SSN. If the employee unchecks the box indicating they are awaiting an SSN and provides it, the I-9 is automatically resubmitted to E-Verify.
Receipt. If an admin edits Section 2 and unchecks the receipt box for the document, the I-9 is automatically resubmitted to E-Verify.
Skip E-Verify. If the toggle was on, it must be turned off, and a new I-9 submission must be requested so the form goes to E-Verify on countersignature.
Open case. The existing open case must be closed, and a new I-9 must be submitted for it to go to E-Verify.
For most of these causes, the Resubmit to E-Verify button is available. Deadlines display as Past Due, Within 3 days, or Any deadline depending on case status.
Closed Authorized
No action is needed.
7. Response templates: Audit and inspection
Q15: What happens if we get audited by ICE?
Answer:
Every case is different, but we have a guide covering what to expect during the process: Notice of Inspection.
8. Implementation checklist
A short path from this article to a working support taxonomy.
Create the Product Area field in your help desk as a single-select list, using the thirteen values in Section 2.
Create the Resolution Type field as a single-select list, using the seven values in Section 3.
Set both fields to required before a conversation can be closed.
Load the templates in Sections 4 through 7 as saved replies or macros, grouped by I-9, E-Verify, and Audit.
Adjust template greetings and sign-offs to your brand voice. Leave compliance content unchanged.
Document your escalation line: which product areas your team owns, and how a ticket reaches WorkBright.
Brief agents on the taxonomy, with emphasis on the difference between Troubleshooting and Workaround.
Build a volume report by product area and resolution type, and review it on a set cadence.
Reconcile the templates against current USCIS, E-Verify, and WorkBright release guidance each quarter.
Before you publish these templates to your team
The compliance guidance here reflects USCIS and E-Verify requirements and WorkBright product behavior as of the last reviewed date. Federal requirements and product functionality both change.
Verify current requirements against uscis.gov and e-verify.gov, and confirm product steps against your current WorkBright release, before this becomes standing guidance for your agents.
These templates are operational support guidance. They are not legal advice, and they do not replace counsel on a specific employer's circumstances.
Questions about the taxonomy, the templates, or where your escalation line should sit can go to your WorkBright Partner Customer Success Manager.