SayPro Documents Required from Employees

SayPro Monthly January SCMR-5 SayPro Monthly Classified Support Tickets: Implement a support ticket system for user inquiries by SayPro Classified Office under SayPro Marketing Royalty SCMR

1. Resolution Reports (SayPro Monthly January SCMR-5)

Employees must provide regular reports on the efficiency and effectiveness of resolving support tickets, including details of any delays, issues, and resolutions implemented.

Required Details in Resolution Reports:

1. Ticket ID & Date Logged – Unique identification number and the date the ticket was created.
2. Issue Summary – A brief description of the problem reported by the user.
3. Assigned Personnel – Name and role of the employee responsible for handling the ticket.
4. Resolution Time – Time taken to resolve the ticket from the date of assignment.
5. Resolution Process – Steps taken to resolve the issue, including tools used and any necessary interventions.
6. Challenges Encountered – Issues that led to delays, if any, such as system failures, insufficient resources, or complex user requests.
7. Customer Feedback – Summary of the user’s satisfaction with the resolution, based on feedback or ratings.
8. Recommendations for Improvement – Insights on how the resolution process can be improved for future support tickets.

Submission Guidelines:

• Reports must be submitted monthly to the SayPro Classified Office under the SayPro Marketing Royalty SCMR framework.
• Reports should be in Excel/Word/PDF format and structured according to the SayPro SCMR-5 reporting template.
• Employees must submit reports by the 5th of each month to ensure timely review.

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2. SayPro Monthly Classified Support Tickets

Employees handling support requests must document each inquiry through an organized ticketing system under the SayPro Classified Office.

Required Details in Support Ticket Documentation:

1. Ticket Number – Automatically generated upon ticket creation.
2. User Information – Name, email, contact details, and organization (if applicable).
3. Category of Issue – Example: Technical, Billing, Login Issues, Ad Posting, or General Inquiry.
4. Priority Level – Marked as Low, Medium, High, or Urgent, based on the impact on the user experience.
5. Detailed Description of the Issue – User’s explanation of the problem, including screenshots (if provided).
6. Status Updates – Recorded changes in the ticket status (e.g., Open, In Progress, Resolved, Closed).
7. Assigned Team Member – Name of the employee or department handling the request.
8. Resolution Steps Taken – Summary of the actions taken to address the user’s concern.
9. Date Resolved & Resolution Notes – Date of issue resolution and a detailed note on how it was fixed.
10. Follow-Up Actions – Any additional steps required, such as system updates or escalations.

Submission Guidelines:

• All support tickets must be logged and managed through the SayPro Classified Office ticketing system.
• Employees must update ticket statuses daily to ensure real-time tracking of issues.
• Monthly summary reports must be compiled and submitted alongside Resolution Reports.
• Tickets should be closed only after confirmation from the user that the issue is resolved.

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Compliance and Accountability

• Employees responsible for managing support tickets and resolution reports must adhere to SayPro’s Standard Operating Procedures (SOPs).
• Any unresolved or escalated issues must be reported to the SayPro Marketing Royalty SCMR management for further action.
• Failure to submit reports on time may result in performance reviews and accountability measures.