How to Process & Solve New Tickets

Owned by Rob Coons
Last updated: Oct 08, 2024
2 min read

Document the Ticket

This refers to a lot of fields that are covered in the Pet Loyalty Hubspot Guide . Consult the Service section for general questions about meaning of fields.

Assign to correct staff member
If escalating, assign Pipeline as “Account Manager Tickets.”
Assign Priority (low, medium, high)
Categorize the ticket to the best of your ability.
Ensure that Pet Loyalty Team is correct, even though this field is auto-assigned.

Needed items:

  • How to assign to correct staff member? For the time being, almost all Adopets AM issues go to Marissa and SB issues are split between Selena and Sheila. As time goes on, we’ll create a more detailed way to know exactly who to assign to as the team grows and as we try to route tickets to the most specialized person available.

Try to Solve the Ticket

Now that the ticket has all the fields correct, let’s try to solve it.

For a visual, check out the

https://shelterbuddy.atlassian.net/wiki/spaces/CX/pages/2388295681

https://shelterbuddy.atlassian.net/wiki/spaces/PLP/whiteboard/2860089351

If a ticket is beyond your knowledge set, try to following before escalating.

  1. See if there’s a How To guide in this Confluence space Customer Support Home Page

  2. Copy-paste the customer request into Fetch. Before passing a Fetch answer to the customer, always double-check on your end. Fetch is more for education and testing than it is a reliable source of truth, as it’s pulling from hundreds of pages of documentation that still needs more detail and more formatting. How to Use Fetch

  3. Review videos from the legacy CS guides https://shelterbuddy.atlassian.net/wiki/spaces/CX https://shelterbuddy.atlassian.net/wiki/spaces/CX/pages/2369912833

  4. Search agent-only ShelterBuddy documents. These are password locked in Zendesk, but here’s an export:

  5. Review the documents that are feeding Fetch, which are updated ~quarterly and contain common fixes. Common Adopets Support Issues - - - Peak Support Doc

 

Solving Tickets

When a solution has been communicated

  1. Mark the ticket as “Waiting on Contact.”

  2. If the customer replies or indicates the problem has been solved, mark the ticket as Closed.

Escalating Tickets

If the ticket isn’t easily solvable via the methods above, escalate the ticket to the Account Management Pipeline

How to Send a Technical ShelterBuddy Issue to Devs

How to Send a Technical Adopets Issue to Engineering Team

How to Escalate a Ticket to Account Managers