SayPro Scope of Work: Ticket Prioritization

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 Ticket Prioritization process aims to categorize and assign appropriate priority levels to support tickets submitted through the SayPro Monthly January SCMR-5 initiative under SayPro Marketing Royalty SCMR. By establishing a clear prioritization system, the SayPro Classified Office can ensure that user inquiries are addressed efficiently, with critical issues being resolved promptly and routine inquiries being managed effectively.

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1. Executive Summary

• Objective: Implement a systematic and consistent approach to prioritizing support tickets. This ensures that tickets are categorized based on the urgency and impact of the inquiry, allowing support staff to respond effectively and efficiently.
• Focus Areas: Support ticket categorization, setting priority levels, streamlining ticket resolution, and improving customer satisfaction.

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2. Ticket Priority Levels

The following ticket priority levels will be used to categorize all support tickets:

1. Urgent:
   • Definition: These are tickets that involve issues severely affecting the core functionality of the site, causing significant disruptions to user experience or critical business operations.
   • Examples:
     • Site downtime or major outages.
     • Payment gateway errors preventing transactions.
     • Security vulnerabilities or breaches.
     • Severe bugs or errors that prevent users from completing essential actions (e.g., submitting ads, logging in).
   • Resolution Timeframe: Immediate attention (response time within 1 hour), with resolution targeted within 4 hours or as soon as possible.
2. Normal Priority:
   • Definition: These tickets involve issues or inquiries that are important but do not disrupt major functions of the site or business operations. They require attention, but they can be resolved within a reasonable timeframe without causing significant impact.
   • Examples:
     • Site layout issues that don’t affect navigation or functionality (e.g., text alignment problems, minor styling inconsistencies).
     • Non-critical bugs that affect user experience but don’t prevent essential functions.
     • Content update requests that are important but not urgent.
     • User account management issues (password reset, access restrictions) that don’t prevent the user from accessing the site.
   • Resolution Timeframe: Response time within 24 hours, with resolution targeted within 2-3 business days.
3. Low Priority:
   • Definition: These tickets are generally low-impact and do not immediately affect users’ ability to interact with the site. They may be related to minor improvements or non-urgent inquiries that can be addressed at a later time.
   • Examples:
     • Feature requests or suggestions for future enhancements.
     • Cosmetic issues with minimal user impact (e.g., minor visual or text alignment errors).
     • Questions about functionality that don’t affect immediate use or business operations.
   • Resolution Timeframe: Response time within 3 business days, with resolution targeted within 1 week or as determined by project timelines.

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3. Ticket Categorization Process

To ensure tickets are prioritized accurately, each ticket will undergo the following categorization process:

1. Ticket Submission
   • Users will submit support tickets through the SayPro Support Ticket System, where they can describe the issue, provide necessary screenshots or error messages, and choose a general category (e.g., bug, inquiry, request).
2. Initial Review
   • A support team member will review the submitted ticket to assess its impact, urgency, and the level of support needed.
   • Based on the initial review, the support team member will assign a priority level (urgent, normal, or low priority) and mark the ticket accordingly.
3. Ticket Assignment
   • After priority is determined, tickets will be assigned to the appropriate support team member or department based on the issue type:
     • Technical issues (e.g., bugs, site outages) will be assigned to the technical support team.
     • Content-related inquiries (e.g., updates, formatting) will be assigned to the content team.
     • General inquiries and requests (e.g., feature suggestions, account issues) will be handled by the customer support team.
4. Ticket Resolution
   • The assigned support team member will work to resolve the issue based on its priority level, focusing on urgent issues first.
   • The resolution process will involve communicating with the user to provide updates, requesting additional information if necessary, and taking corrective actions to resolve the issue.
   • Once the issue is resolved, the user will be notified, and the ticket will be closed.

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4. Prioritization Criteria

To guide the assignment of priority levels, the following criteria will be used:

• Impact on User Experience: How critical is the issue to the user’s ability to navigate the site or complete key actions?
  • Urgent: Major impact, preventing the user from using the site effectively.
  • Normal: Moderate impact, hindering user experience but not blocking critical actions.
  • Low: Minor impact, does not affect the core experience.
• Business Impact: How does the issue affect the site’s business operations and revenue generation?
  • Urgent: Immediate revenue loss or operational halt.
  • Normal: No direct revenue impact but may delay business processes.
  • Low: No direct impact on business operations.
• Severity of the Issue: How severe is the issue in terms of user frustration or site stability?
  • Urgent: Critical site functionality failure (e.g., login issues, payment failures).
  • Normal: Issues that degrade user experience but don’t break key functions.
  • Low: Minor issues that are non-intrusive or cosmetic.
• Reproducibility: Can the issue be easily reproduced and fixed? Or is it a one-time occurrence?
  • Urgent: Issue is critical and can be reproduced across all devices or browsers.
  • Normal: Issue can be reproduced intermittently or in specific conditions.
  • Low: Issue is difficult to reproduce or affects only a very small subset of users.

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5. Workflow and Communication Process

Once tickets are prioritized, the following workflow will be followed:

1. Ticket Acknowledgement:
   • Acknowledgement is sent to the user immediately, confirming that the ticket has been received and is being reviewed.
   • For urgent tickets, acknowledgment will be sent within 1 hour; for normal and low-priority tickets, acknowledgment will be sent within 24 hours.
2. Regular Updates:
   • Users will receive regular updates on the progress of their tickets based on the priority level.
   • For urgent tickets, updates will be provided every 2 hours until the issue is resolved.
   • For normal tickets, updates will be provided at least once a day.
   • For low-priority tickets, updates will be provided weekly or as needed.
3. Escalation Process:
   • If a ticket is not resolved within the specified resolution timeframe, it will be escalated to a higher support level or management to ensure it is addressed in a timely manner.
   • Escalation Criteria: Unresolved urgent tickets after 4 hours, unresolved normal tickets after 3 business days, unresolved low-priority tickets after 7 business days.
4. Ticket Closure and Feedback:
   • Once the issue is resolved, the ticket will be closed and the user will be notified.
   • Users will be asked to provide feedback on the resolution process and if the issue has been effectively resolved.

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6. Reporting and Monitoring

The SayPro Classified Office will track ticket resolution times, customer satisfaction, and support team performance using ticketing system analytics.

• Monthly Reports:
  • A report will be generated detailing the total number of tickets, the average resolution time, the number of urgent tickets resolved on time, and customer feedback ratings.
  • This report will be reviewed by the marketing team and management to identify areas for improvement.
• Performance Metrics:
  • Ticket Resolution Rate: Percentage of tickets resolved within the specified timeframe.
  • Customer Satisfaction Score: Based on feedback received after ticket closure.
  • First Response Time: Average time it takes to respond to a support ticket.
  • Escalation Rate: Percentage of tickets that need to be escalated for further action.

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7. Conclusion

By implementing the ticket prioritization system outlined above, the SayPro Classified team will be able to more efficiently manage user inquiries, resolve issues in a timely manner, and improve overall customer satisfaction. The priority levels ensure that urgent issues are addressed immediately, while less critical tickets are handled within a structured, manageable timeframe.