There are no set in stone rules or protocols when sending tickets or requests down to the Graphics dept. But here are a few guidelines you can follow if you are questioning whether or not to send it down.
Paper Trail - If customer calls in for a change on the homepage, whether you can do it or not, make a ticket to have a paper trail.
All communication, including clarification will be documented in the ticket. This doesn't mean you can't have slack conversations or calls, but any agreements or questions need to be documented. Again, paper trail.
Keep it professional // Don’t read into things // Keep sass & attitude to a minimum // Keep personal opinions out of the tickets. No "I think it would look better if you did this..." or "I think you can communicate better if you said this...". No "I think's".
Bc my manager said/asked me too if a valid response // it is not sass and is protocol // if there is any questions about this, go your manager
Use bullets if there is more than 1 change. This allows for both parties to understand what changes are where and you can address each attachment separately.
Include 'per the customer' or 'Blank wants...' for any odd requests. This way there is no question on who is requesting it. Also, if there is a phone call, you can include 'Had a call with Blank and is requesting...'
If a customer is asking CS for a suggestion on a change, CS needs to offer more than 1 idea
If Graphics doesn’t agree with a request, put in ticket what they don’t agree with, why, and any possible alternatives // CS will communicate this with the customer before Graphics needs takes action // Then get back with the Graphics team on what the final verdict is.
Priority - Put in the comment of the ticket what priority or timeframe the customer is requesting. For example, needs a banner up asap bc of phone being down. Or Customer needs the popup before the weekend.
Graphics aren't responsible for alt tags. Only sizing and compressing. Alt tags should be done by the person requesting the edit.
Graphics is responsible to add lazy loading attribute to their graphics.
The biggest factor is, Will this update change the flow of the homepage? If the answer is yes, then send the request to Graphics.
Some other common updates that you would send to Graphics:
Some common things that can be handled by Customer Service:
Any Landing or Subpages being created that are graphics heavy can go to the Graphics dept. These pages can also be created by a CS Rep with approval from the CS manager. The manager will determine the CS Rep's skill set and compare it to what the customer is requesting to make sure the project can be done in a timely manner.
If the Landing or Subpage is already created and set live, any additional edits needs to be considered before automatically sending to the Graphics dept. Please review the Homepage Guidelines to determine if the changes fall within the CS dept or need to be sent to the Graphics team.
Remember to always check mobile view as well as tablet and desktop with any changes.