Ticket Handling Protocol

We utilize Zoho Desk for corresponding externally with customers and internally with other co-workers. Read the entire ticket before assigning it out.

  1. Incorrect assignment prolongs the turn-around time for the customer’s updates to take effect.
  2. Coworkers tend to become frustrated when they discover something was assigned over to them when it shouldn’t have been - In their shoes, wouldn’t you be?

Internal Tickets

These are tickets created by an OA employee
  • The goal is to create a simple ticket that is concise and brief. Try to keep tickets to a single issue to keep it simpler to follow.
  • Don't pass an email to another department or person without adding the needed synopsis and breakdown required. Just a title is not enough.
  • Also include helpful and necessary details or screenshots via a comment in the ticket
  • Do not forget to fill in the CID. We have dozens of 'Air' and 'Comfort', this will help cut down search time.

External Tickets

These are tickets created by emails from customers
  • Read the entirety of the ticket and determine if it’s something you should do yourself or if it should be handed off.
  • Don't pass an email from a client to another department or person without adding the needed synopsis and breakdown if required.
  • If the email contains multiple requests, you can do one of the following:
    1. Complete all requests made for CS, then make a comment for the other department detailing what tasks are requested of them, and assign over.
    2. Make a comment for the other department detailing what tasks are requested of them, then assign over. Wait to complete any additional CS requests until after you have been assigned the ticket back from the other department.
No two people or departments should be working on the same ticket at the same time.

Please also refer to: Cross-Department Ticketing Procedure any additional protocol or procedure depending on the category of the ticket

Turn-Around Time Rules

We strive to be able to respond to a customer’s email as soon as possible, no later than 1 business day after it’s been emailed.
If the customer’s issue isn’t able to be resolved within 1 business day, please email them to let them know.
When another department is involved, we already have an email response called ‘24 Hour Rule’ that can be used as a template to email the customer.

Always preemptively respond with a heads-up email when...

  • You need to get assistance from another department
  • The request is sizable and it’ll take more than a day to complete it all.

Setting Ticket Status

When working on tickets, please follow these status guidelines:

  • Open - Currently actively working on with the customer
  • In-Progress / Backburner - Backburner projects or smaller priority projects
  • Waiting / Awaiting Response - Task or changes are done, and you are just waiting for response or approval

This is how your manager will track your workload and ticket performance.

Unresponsive Customer Tickets

When trying to reach out to the Customer for a response or approval on a change, you are required to try a minimum of 3 times within 3 weeks

  • 1x - Email // 1x - Phone // 1x - Email or Phone
  • Record the phone attempt with date, time, and whether you left a VM or message in the ticket via comment
  • After 3 documented attempts, you close ticket