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
Purpose:
The Escalation and Issue Resolution process outlined in the SayPro Monthly January SCMR-5 aims to define clear protocols for the timely and efficient resolution of support tickets related to user inquiries. By implementing a structured escalation process, we ensure that issues are addressed based on their priority and severity, resulting in faster resolution times, improved user satisfaction, and the overall optimization of the support ticket system. The goal is to maintain high service levels and minimize delays in addressing user concerns.
This section will establish targets and procedures for how quickly support tickets should be resolved, as well as a clear escalation process based on issue priority.
1. Executive Summary
- Objective: Develop a robust escalation and issue resolution system for handling support tickets, ensuring that user inquiries are addressed promptly and according to their priority.
- Focus Areas:
- Defining ticket priority levels.
- Setting clear resolution targets for each priority level.
- Implementing an effective escalation path for unresolved or high-impact issues.
- Improving customer satisfaction by providing timely and efficient solutions.
- Scope: This process applies to all support tickets submitted through the SayPro Monthly Classified Support Ticket System under SayPro Marketing Royalty SCMR.
2. Ticket Prioritization and Categorization
In order to ensure that tickets are resolved efficiently, we will categorize them based on their urgency and impact. These categories will determine the resolution timeline and escalation process.
A. Priority Levels
Tickets will be categorized into four priority levels based on the severity and impact of the issue reported by the user.
- High Priority (Critical Issues):
- Description: Issues that prevent users from accessing key site features or functionalities (e.g., login errors, payment gateway failures, site crashes).
- Resolution Target: These tickets must be resolved within 24 hours from the time of submission.
- Escalation: If not resolved within the target time, the issue will be automatically escalated to senior support staff or the technical team.
- Medium Priority (Major Issues):
- Description: Issues that affect user experience but do not prevent access to key features (e.g., broken links, errors in minor features, intermittent slow page loads).
- Resolution Target: These tickets should be resolved within 48 hours.
- Escalation: If unresolved within the target time, the ticket will be escalated to a higher-tier support agent.
- Low Priority (Minor Issues):
- Description: Non-critical issues that do not significantly affect the user experience (e.g., spelling errors, minor layout issues, cosmetic problems).
- Resolution Target: These tickets should be resolved within 72 hours.
- Escalation: These tickets are typically not escalated unless they are repeatedly reported by users or involve multiple site sections.
- Informational (General Inquiries):
- Description: General inquiries that do not require immediate resolution (e.g., requests for more information, product or service inquiries).
- Resolution Target: These tickets should be answered within 5 business days.
- Escalation: These tickets are typically not escalated unless they are urgent inquiries or related to time-sensitive events.
3. Issue Resolution Process
Once a ticket is created, the following resolution process will be followed to ensure that it is addressed promptly:
A. Acknowledgment and Initial Response
- Target: Acknowledge all tickets within 4 hours of submission.
- The system will automatically send an acknowledgment email to the user, confirming that their ticket has been received.
- The support team will review the ticket and categorize it based on the predefined priority levels.
B. Resolution Workflow
- High Priority: Immediate attention is required. A support agent will begin working on the issue within 1 hour of ticket creation.
- Medium Priority: Assigned to an agent within 4 hours, with a focus on resolving the issue within 48 hours.
- Low Priority and Informational: Assigned within 1 business day, with the resolution to follow within the stated time frame (72 hours for low-priority and 5 days for informational inquiries).
C. Communication and Updates
- Agents will provide periodic updates to users about the status of their ticket, especially if the resolution process is taking longer than expected.
- High Priority: Daily updates until resolved.
- Medium Priority: Updates every 48 hours until resolved.
- Low Priority: Updates only if the issue cannot be resolved within the specified 72 hours.
- Informational: One update confirming the completion or providing more information, within 5 business days.
D. Final Resolution and Confirmation
- Once a ticket is resolved, the user will be notified via email or through the support portal.
- The agent will request confirmation from the user that the issue has been fully resolved and that the solution meets their expectations.
- If the user confirms, the ticket will be closed.
- If the user is unsatisfied, the issue will be reopened and escalated.
4. Escalation Process
For tickets that cannot be resolved within the specified time frame or are particularly complex, an escalation process will ensure they receive the necessary attention from higher-tier support or technical teams.
A. Escalation Triggers
- High Priority Issues: If unresolved within 24 hours, these issues will be automatically escalated to the senior support or technical team.
- Medium Priority Issues: If unresolved within 48 hours, these issues will be escalated to a team lead or manager for review.
- Low Priority Issues: If unresolved within 72 hours, these issues will be reviewed by a supervisor to determine whether the resolution timeline should be extended or whether additional resources are needed.
B. Escalation Workflow
- Tier 1 (Initial Support): The initial support agent reviews and attempts to resolve the issue. If they are unable to resolve it within the target timeframe, the issue is escalated to Tier 2.
- Tier 2 (Senior Support or Manager): These agents have more experience and resources to handle complex issues. If Tier 2 is unable to resolve the issue within the extended timeframe, it escalates to Tier 3.
- Tier 3 (Technical Team or Subject Matter Expert): These are highly specialized agents or the technical team who will resolve the most challenging issues, such as those involving deep system bugs, configuration issues, or integration problems.
5. Monitoring and Reporting
To ensure that the escalation and issue resolution process is being adhered to, regular monitoring and reporting will be implemented.
A. Performance Metrics
- Ticket Resolution Time: Measure the average time taken to resolve tickets by priority level.
- Escalation Rate: Track the percentage of tickets that are escalated to higher-tier support.
- Customer Satisfaction: Use a post-resolution survey to measure user satisfaction with the resolution process and final outcome.
- Ticket Backlog: Monitor the number of unresolved tickets in the system and address any delays proactively.
B. Weekly and Monthly Reports
- Support managers will review ticket resolution data on a weekly basis, ensuring that the targets are being met and identifying areas for improvement.
- Monthly performance reviews will be conducted, including a detailed analysis of ticket response times, escalations, and customer feedback.
6. Continuous Improvement
- Regularly review the escalation process to identify any bottlenecks or inefficiencies.
- Based on user feedback and ticket trends, refine the issue resolution process, providing additional training or resources to support agents as needed.
- Use analytics to predict potential issues and proactively address them before they escalate into more serious problems.
Conclusion
The Escalation and Issue Resolution process ensures that all support tickets are handled effectively, with a clear framework for prioritization, resolution, and escalation. By adhering to these procedures, SayPro Classified will provide timely and effective support, leading to higher user satisfaction and system reliability. Continuous monitoring and feedback will further enhance the support experience and help optimize the process over time.
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