When a customer has an issue that requires a personal relationship, advanced knowledge of animal shelter processes, or other items specific to that account manager; then we’ll need to escalate their communication to their account manager.

Escalating Existing Tickets in Help Desk

If a customer submitted a Help Desk ticket that needs escalated (see Workflow) , follow these steps:

1. Set the Ticket Owner as their account manager

   1. This can be found in their most recent Deal as the Customer Success Manager.

   2. If unsure, link the ticket in the #adopets_cx or #shelterbuddy_cx Slack channel

2. Move the ticket to the Account Management Pipeline

3. Leave the Status at default, "New and Escalated"

4. Ensure that the Pet Loyalty Team is accurate

5. If the Ticket is part of a series of known issues, link them together.

6. Add any details or relevant context that isn’t already covered by the description or communications.

7. To finish, follow up with the customer.

   1. Let them know that their concern has been received and escalated to the account manager.

   2. Check the PTO calendar and/or Slack status of the account manager and, if account manager is OOO, let the customer know the return date and confirm that this is acceptable or if the ticket should be moved to someone who is present, even if that person is less familiar with that account.

Passing Customer Concerns into Hubspot as an Agent

Sometimes, a need for account management or engineering help arises from a conversation taking place outside of Help Desk. When that happens, use the Form HERE to create a new Ticket.

Because this Form isn’t common, it helps to also notify the Ticket Owner in Slack to ensure they've seen the Ticket.