Multiple member teamsUpdated 2 months ago

Ticket Management Guidelines for Team Collaboration

To ensure smooth operations and maintain our 20-hour response time target, we’ve established a structured process for handling tickets. This helps prevent delays, promotes teamwork, and ensures everyone contributes effectively.

Key Guidelines for Handling Tickets

1. Snoozing Tickets

   • If you need to snooze a ticket, set the reopening date to a day when you are working.
   • Add an internal note indicating you are handling the ticket. This ensures other agents won’t mistakenly handle it when it reopens.

2. Avoid Leaving Tickets Open

   • Never leave tickets open while waiting for follow-ups.
   • Snooze the ticket and follow up when it reopens. If no update is available, follow up with the relevant party and snooze it again.
   • Always add an internal note to explain the situation.

3. Handling Tickets Exclusively

   • If you want to keep a ticket for yourself, add an internal note clearly stating you will continue handling the case.

4. Assigning Tickets

   • Only assign tickets you can handle immediately.
   • Do not assign tickets in the morning to handle them later in the evening. This ensures fairness and fosters teamwork. 💪

5. Supplier Notes

   • If you leave an internal note for the supplier, you are responsible for continuing to handle the issue.
   • Even if it’s not your assigned shop day, the supplier will tag you in the ticket, and you must respond accordingly.

6. Follow Procedures

   • Use the knowledge base and consult your customer service manager for assistance if needed.
   • Avoid creating situations where your colleagues need to fix your mistakes.

7. Escalating Complex Cases

   • For cases that are severely complicated or mishandled, inform your customer service manager immediately so she can review and provide the correct solution.

8. Addressing Colleague Mistakes

   • If a colleague makes a small mistake, kindly and friendly inform them so we can all learn and improve together.

9. Before Logging Off

   • Ensure all tickets assigned to you are either:
     • Completed.
     • Unassigned so another colleague can handle them.

Why This Matters

• Response Time: Our 20-hour target is essential for customer satisfaction and bonus eligibility. Tickets left untouched on days off delay responses and impact overall team performance.
• Teamwork: Following these guidelines ensures fairness and fosters collaboration among team members.
• Efficiency: Proper ticket management prevents duplicate work and confusion, keeping operations smooth.

Need Help?

• Resources: Use the knowledge base for guidance.
• Support: your customer service manager is available for help with complex cases or unclear processes.

Working with multiple team members on the same channels can come with some challenges.

To make sure that everything goes smoothly we made some structure in how to handle the tickets.

As our response time is 20h, it is difficult to keep 1 ticket to the same agent as they will stay unresponsive on days you are not working which will influence the overall response time and your bonus.

Here are a few steps to make this process go smooth:

1. If you snooze a ticket for whatever reason, make sure the opening day is on days you are present. Please also make an internal note that you are handling this ticket, so when it opens again, other agents know not to touch the ticket.
2. Don't ever leave tickets open because you need to follow up something, snooze, if no option has been offered by the time it opens again, you follow up with the person who needs to update you and snooze the ticket again with an internal note in case another colleague happens to open the ticket.
3. If there is, for no matter what reason, a ticket that you want to keep handling yourself, please do make an internal note in the ticket to inform the other agents that you will continue handling this case.
4. Only assign tickets that you can handle at that moment, don't assign tickets in the morning to only handle them in the evening for the sake of having work/hours, keep it fair and be a team player.💪
5. If you have to leave an internal note for the supplier, you will keep handling this issue, even if it is not your day working for this shop as the supplier will tag you in the ticket.
6. Please also follow the procedures, we offer you the knowledge base, your customer service manager is here to help,... so your colleagues don't need to clean up your 'mess'.
7. If there happens to be a case that is really messed up, please do inform your customer service manager so she can take a look into it and offer the correct solution.
8. If you see one of your colleagues made a small mistake, inform them about it in a FRIENDLY way so we can all learn from our mistakes.
9. Before you log off, make sure all the tickets in your name are done or unassign them so one of your colleagues can take care of them
10. Last but not least, if there is a sales link already in the ticket, please do not send a new sales link!