T1 Scope: Tier 1 is the first line of support for OwnerRez users. Your role is to respond quickly, provide helpful answers, resolve the majority of questions, and clearly escalate issues that require deeper technical investigation or extended troubleshooting.

You are not expected to debug code or perform deep engineering research. Some light analysis of audit logs may be required as part of normal troubleshooting.

Tickets appropriate for Tier 1 include:

User questions about features, workflows, settings, or behavior
Configuration guidance or clarification
Explaining OwnerRez best practices
Documentation-guided troubleshooting
Confirming known issues already identified by Engineering

Time Guidelines:

Average Handling Time: ~10 minutes per ticket
Maximum Handling Time: 15 minutes
If a ticket requires more than 15 minutes, escalate to Tier 2

This protects your time and ensures deeper investigation is handled at the appropriate tier.

Daily Routine

Every Day Checklist:

Check your assigned queue
Respond to the oldest tickets first when possible
Look for quick-win tickets you can resolve immediately
Monitor follow-ups needing timely replies
Ensure escalations include clear notes for the next tier

Ticket Assignment & Tracking

When You Start Working on a Ticket:

Assign the ticket to yourself
Review the conversation history and user details

When Replying:

Provide clear, kind guidance
Link documentation when helpful
Restate solutions when needed for clarity

When Ticket is Resolved:

Reply and set status to Pending if waiting on the user
Reply and Close the ticket if your message resolves the issue

Ticket Handling Process

Step-by-Step Workflow:

Understand the request
- Read the full thread
- Check account context when relevant
- Use Rezzy AI summaries as a helpful tool
Search for the answer
- Use Rezzy AI or Rezzy Sleuth for booking/account-level insight
- Use Support Docs
- Check internal notes or Known Issues
- Review past tickets if helpful
Respond clearly and kindly
- Explain what is happening and why
- Provide steps or next actions
- Include supporting links when useful
Monitor your time
⚠️ CRITICAL: If you reach 15 minutes without resolution, escalate to Tier 2. Do not continue researching beyond Tier 1 scope or time limits.
Choose the correct resolution path:
- If resolved: reply and close
- If deeper investigation is needed: add clear notes and escalate
- If technical debugging is required: Tier 2 will determine next steps

Handling Unrelated Questions on the Same Ticket

💡 Tip: If the user introduces a separate question:

Use Split Ticket
Reset the new ticket to Team: Helpdesk
Add internal note: “Split — unrelated question”
Update subject for clarity

When & How to Escalate

Escalate to Tier 2 When:

You have spent 15 minutes and are still working toward resolution
The issue requires deeper review of account data
Multiple systems/features overlap
Impact or urgency is high
You believe the issue may be a bug

How to Escalate Effectively:

Add a clear internal summary:
- What the user reported
- What you already tried
- Relevant screenshots/links
- Expected vs actual behavior
Set escalation to Tier 2
Remain professional and reassuring in user replies

Do not feel bad about escalating!
Escalation is success — it means you recognized when deeper investigation is needed.

Transition Comments & Communication

When Escalating:

Write two notes:

Internal escalation summary
User-facing message that:
- explains escalation
- sets expectations
- reassures the user

Example message:
“Thanks for your patience. I’ve reviewed this and escalated it internally for deeper review so we can fully understand what’s happening. We’ll keep you updated as we continue investigating.”

Ticket Handling Goals

Average Handling Time: ~10 minutes per ticket
Maximum Time: 15 minutes per ticket

How We Measure Tier-1 Workload

For Tier-1 Support, the best measure of workload is meaningful user-facing replies — messages that:

answer the user
provide guidance or troubleshooting
request needed information
move the issue forward
or provide closure

These do NOT count as replies:

internal notes
system-generated replies
passive ticket following
empty placeholders

Typical Sustainable Workload

30–40 meaningful user-facing replies per day
which generally corresponds to ~20–35 tickets worked per day

This assumes ~7 productive working hours per day after meetings, training, and collaboration time. Workload varies based on queue mix, complexity, and seasonality.

Quality first. These are guidance targets — not quotas. Clear, accurate, kind communication always matters more than speed.

Your SLA Targets (Tier 1)

Metric	Green Target	Yellow Warning	Red Alert
First Response	Same business day	Within 24 hours	More than 24 hours
Follow-up Replies	Within 24 hours	Within 2 business days	More than 2 business days

Business hours follow the rep’s local time zone.

Common Scenarios & Quick Answers

Scenario	What You Do
“I’ve already spent 15 minutes and I’m still working on it.”	Escalate to Tier 2 with a clear summary.
“User asks about behavior I’m unsure about.”	Check docs → ask in Helpdesk Chat → escalate if unclear.
“User adds a second unrelated question.”	Split ticket → reset the new ticket to Helpdesk queue.
“User is frustrated or urgent.”	Acknowledge quickly, reassure, escalate if needed.
“I think this is a bug.”	Escalate to Tier 2. They will determine next steps.

Key Reminders

✅ Do:

Reply promptly and kindly
Use documentation whenever possible
Escalate after 15 minutes of effort
Document clearly when escalating
Set expectations with users
Communicate professionally at all times

T1 Help Desk Support Guide

💬 T1 Helpdesk Support Guide

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Your Role as T1