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• If the ticket is solvable, like refunds, external adoptions, or admin actions; then we can just solve the ticket and make the customer happy.

  • If a solved ticket requires input from colleagues, please note in Resolution that the ticket either encountered a lack of documentation or an unclear user interface in the product with “Documentation Needed” or “Product Review”.

• If the request isn’t clear or actionable based on the details provided, we can reply and mark the Status as "Waiting on Contact."

• If the request requires help from engineering or more in-depth help from an account manager, follow the escalation protocol , set the Pipeline and Status to "Account Management Pipeline" and "Engineering Hold.” (How to Escalate a Ticket to Account Managers). Let the customer know that you’ve read the ticket, taken action, and that they’re in good hands. If the request requires in-depth product knowledge, 1:1 coaching, training, or alteration of the customer’s contract, then set the Ticket Owner to their account manager, set the Pipeline and Status to "Account Management Tickets" and "New and Escalated." Let the customer know that you’ve read the ticket, taken action, and that they’re in good handsIf a ticket is a bug or requires engineering input, the account manager can then create Jira ticket and coordinate with product.

• If the customer is requesting that we add a feature or functionality to the software that isn’t currently there and isn’t actively affecting their contracted / our offered solutions, follow the Known Non-Solutions protocol

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