Team Guidelines – Workflow, Scheduling & Ticket ManagementUpdated 2 months ago

By following these guidelines, we improve collaboration, maintain clear communication, and deliver consistently high-quality service to our customers. This document is the single source of truth for how we work day to day.

1. Availability & Days Off

Schedule submission

• Enter your availability in the shared schedule no later than the 20th of each month (latest: last week of the previous month).

• Shared schedule (Google Sheets):https://docs.google.com/spreadsheets/d/1NZ0m3XBu3983McyRhGv_8HcZe2324DpQTZMrMERea3I/edit?gid=669170734#gid=669170734

How to mark your schedule

• Green: Days you are working

  • Bonus: if you know your hours, mark only the working hours in green

• Red: Days you are not working

Keeping this up to date is critical for correct task assignment and coverage.

Changes to days off

• If your days off change, inform your Customer Service Manager immediately so the schedule can be adjusted.

Sick leave

• Inform your Customer Service Manager as soon as possible so tasks can be reassigned.

• If you don’t have access to Slack, you may notify her via WhatsApp.

Holiday Leave

• Capacity Limit: No more than 2 people are allowed to have the same day off.

• Approval Policy: First come, first served.

2. CS Schedule Task Tracker (Monthly Process)

Purpose

The CS Schedule Task Tracker ensures:

• Clear daily ownership

• Better workload planning

• Fewer follow-ups and interruptions

When this happens

• Around the 20th of each month

• Tasks for the upcoming period are assigned in the CS Schedule Task Tracker (tab at the top of this Slack channel)

This is your cue to review your tasks and sync your calendar.

Where to find your tasks

• Open the CS Schedule Task Tracker from the tab at the top of this Slack channel

• The tracker opens in Slack Canvas as a table

• This Canvas is the single source of truth for all daily and recurring CS tasks
  
  

How the tracker works

Task

• Describes what needs to be done (shop coverage, campaigns, time-sensitive checks, etc.)

Assignee

• Shows who owns the task

• If your name is listed, the task is yours

Due Date

• When the task must be completed

• Plan your time accordingly and avoid last-minute work

Added to calendar?

• Indicates whether the task is in your Google Calendar

• Yes = no action needed

• No = action required

Status (mandatory)

• Keep this updated so progress is visible without follow-ups

  • Not Started – default

  • In Progress – once you begin

  • Done – once completed

Accurate statuses help the whole team stay aligned.

3. Action Required: Google Calendar Sync

All assigned tasks must be added to your calendar to prevent missed deadlines.

Option 1: Automatic sync (recommended)

1. Open the CS Schedule Task Tracker in Slack

2. Click the three dots ( … ) or Integrations / Automations (top-right)

3. Select Manage Automations

4. Enable the Google Calendar connection

5. Set the automation:

   • “When an item is assigned to me, add an event to my Google Calendar.”

Future tasks will be added automatically.

Option 2: Manual time-blocking

• Review your assigned tasks

• Block time in your Google Calendar

• Make sure you realistically reserve enough time to complete them

Final confirmation

Once you have:

• Checked your assigned tasks

• Updated or synced your calendar

👉 React to the announcement post in Slack to confirm completion.

4. Workload Management

• Keep your Customer Service Manager informed if your workload feels too high or too low

• Early communication allows tasks to be rebalanced before issues arise

5. Agent-Specific Responsibilities

6. Ticket Handling Guidelines

Maintaining our 20‑hour response time target depends on consistent ticket handling.

Snoozed tickets

• Set the reopen date to a day you are available

• Add an internal note if another agent may not handle the case

Never leave tickets open

• Always snooze tickets when waiting for customer or supplier input

• If no update is available when it reopens, follow up and snooze again with a note

Exclusive handling

• If you want to handle a ticket personally, add an internal note stating this clearly

Assigning tickets

• Only assign tickets you can handle immediately

• Avoid assigning tickets in the morning and completing them late in the day

Supplier communication

• If you contact a supplier, you remain responsible for the ticket

• This applies even if it’s not your scheduled shop day

Procedures & escalation

• Use the knowledge base at all times

• Ask your Customer Service Manager if you’re unsure

• Escalate complicated cases promptly

Addressing mistakes

• Small mistakes: politely inform your colleague

• Major mistakes: inform your Customer Service Manager for review and coaching

Before logging off

• Complete, reassign, or unassign all tickets so another agent can take over

7. Urgent Folder Handling

• Tickets in the Urgent folder have top priority

• First available agent for the market must handle them, regardless of shop

• These often involve cancellations

• Always check the Urgent folder at the start of your shift

8. Translation Guidelines

Google Translate extension

• Install: Google Translate Chrome Extension

• Set your preferred language and pin it for easy access

Translating a full page

• Click the extension → Translate this page

• Translate back to the original language before sending to avoid Gorgias errors

Troubleshooting

• If Gorgias errors occur, reload the page and try again

9. Schedule Management Reminder

• Submit availability by the 20th of each month

• Keep schedules accurate to ensure fair workload distribution and smooth task planning