SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
🎯 Purpose of the Template:
This support ticket template is designed to streamline the process of receiving, tracking, responding to, and resolving user inquiries and issues related to the SayPro Classifieds platform. It ensures transparency, accountability, and timely user support as part of SayPro’s Quarterly User Support strategy.
📄 TEMPLATE NAME:
SCMR-5-Support-Ticket-Template-Jan
📬 SECTION 1: Ticket Submission Details
| Field | Description |
|---|---|
| Ticket ID: | Auto-generated (Format: SCMR5-YYYYMMDD-####) |
| Date Submitted: | [Auto-filled or manually entered] |
| Time Submitted: | [hh:mm AM/PM] |
| Submitted By (User Name): | [Full Name of User] |
| User Email Address: | [Email for follow-up] |
| User Role: | ☐ Buyer ☐ Seller ☐ Admin ☐ Guest ☐ Other: ______ |
| Contact Number: | [Optional] |
| Platform Area Affected: | ☐ Ads ☐ Categories ☐ Payments ☐ Login ☐ Listings ☐ Messaging ☐ Other: ______ |
| Priority Level: | ☐ Low ☐ Medium ☐ High ☐ Urgent |
🧾 SECTION 2: Issue Description
| Field | Description |
|---|---|
| Issue Type: | ☐ Technical Glitch ☐ Access Problem ☐ Broken Feature ☐ General Inquiry ☐ Policy Clarification ☐ Spam/Abuse Report ☐ Feedback |
| Brief Summary of Issue: | [One-line summary of the issue] |
| Detailed Description: | [User provides detailed explanation of the issue, including screenshots if possible] |
| Date/Time Issue Occurred: | [Approximate or specific] |
| Frequency of Issue: | ☐ One-time ☐ Intermittent ☐ Constant |
| Steps to Reproduce (if applicable): | 1. Step 1 2. Step 2 3. Step 3 |
🔍 SECTION 3: Support Team Action Log
| Action Date | Staff Name | Action Taken | Notes |
|---|---|---|---|
| [DD/MM/YYYY] | [Staff Full Name] | [e.g., Acknowledged, Investigated, Contacted User, Escalated] | [Optional Notes] |
⏳ SECTION 4: Ticket Progress & Resolution
| Field | Description |
|---|---|
| Assigned To (Support Staff): | [Full Name] |
| Escalated To (if any): | [Supervisor or Department Name] |
| Status: | ☐ New ☐ In Progress ☐ Waiting on User ☐ Escalated ☐ Resolved ☐ Closed |
| Resolution Summary: | [What was done to resolve the issue?] |
| Date Resolved: | [DD/MM/YYYY] |
| Time Resolved: | [hh:mm AM/PM] |
⭐ SECTION 5: User Feedback (Optional)
| Field | Description |
|---|---|
| Was your issue resolved? | ☐ Yes ☐ No ☐ Partially |
| Rate our support (1–5 stars): | ⭐ ⭐ ⭐ ⭐ ⭐ |
| Additional Comments: | [User writes their feedback or suggestions] |
📁 SECTION 6: Filing & Archiving
| Field | Description |
|---|---|
| Archived By: | [Support Staff] |
| Date Archived: | [Auto-filled or manually entered] |
| Ticket File Location: | SCMR-5 > SupportTickets > [Month-Year Folder] > Ticket ID Folder |
🔐 Confidentiality Statement:
All user support tickets are handled with confidentiality and care. Information is only shared with authorized SayPro Classified Office personnel and relevant technical support teams under the governance of SayPro Marketing Royalty SCMR.
📌 Instructions for Use:
- Support staff should fill in sections 1–4 during the lifecycle of the ticket.
- Users should be encouraged to provide feedback via Section 5.
- Once resolved, ticket must be archived according to Section 6.
- All tickets must be logged in the SayPro SCMR-5 Monthly Support Register.
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