🎯 T2 Support Guide
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Your Role as T2
T2 Scope: Research and confirm issues, provide direct resolutions or escalate with complete information. Bridge between T1 documentation-based support and T3 technical debugging.
What makes a ticket T2-level:
- Requires research beyond basic documentation
- Involves system interactions that need investigation
- Needs confirmation of how features work together
- Requires understanding of account-specific configurations
Time Guidelines:
- Research limit: Less than 15 minutes
- Answer time: Less than 15 minutes
- If exceeding these limits, consider escalating to T3
Daily Routine
Every Morning Checklist:
- ✅ Check tickets in your T2 queue
- ✅ Review completeness of tickets from T1 and other teams
- ✅ Check for absent teammates and cover their tickets
- ✅ Upload GVR daily landing page and post in T2 chat
- ✅ Monitor Dev4, T2, HelpDesk, and CS chats
Throughout the Day:
- Monitor HelpDesk chat to offer knowledge to T1
- Answer questions in team chats
- Post dev alerts to HD/CS chats as they come in
- Check for tickets needing status updates (2+ days)
Weekly or Monthly Tasks:
- Scan ZoHo spam bucket for mistaken spam tickets and unspam them
- Request manual fixes for GVR brands without landing pages (monthly)
- Request fixes for inconsistent attribute value errors (monthly)
Ticket Handling Process
Step-by-Step Workflow:
- Review the ticket for completeness
- Did T1 provide all necessary information?
- Is the customer's issue clearly understood?
- Are there any missing details needed?
- Check Known Issue Tracker first
- Look in Dev Phone a Friend (DPAF) Forum
- Check if this is a known issue with existing workarounds
- Research and confirm the issue
- Review documentation thoroughly
- Check system interactions
- Look at account-specific settings
- Test if needed to confirm behavior
- Decision: Answer or Escalate?
✅ Answer Directly if:
- You found the answer in documentation
- Research confirmed expected behavior
- You can explain the system interaction clearly
- Solution is within T2 scope
⬆️ Escalate to T3 if:- Requires technical debugging (logs, database, code)
- Needs additional changelog history investigation
- Partner integration testing required
- Exceeding 15 min research + 15 min answer time
- Take action based on decision
- If answering: Reply to user, assign yourself, resolve ticket
- If escalating: Write transition comment with clear ESCALATED QUESTION headers
Handling Unrelated Questions on Same Ticket:
💡 When user asks an unrelated question:
- Use the Split Ticket button
- Reset new ticket to Team:Helpdesk with no agent
- Add internal note: "Split - unrelated question"
- Update ticket title to reflect new issue
When & How to Escalate Up to T3
When to Escalate:
- Requires technical debugging beyond T2 scope
- Needs changelog history or code investigation
- Partner integration issues requiring testing
- Database or log checking needed
- Exceeding time guidelines (15 min research + 15 min answer)
How to Escalate:
⚠️ ALWAYS write a transition comment before escalating!
- Add transition comment to user if they haven't heard from us in 1 day:
- "Thanks for your patience. I'm escalating this to our technical team for deeper investigation. They'll follow up with you shortly."
- Write clear internal escalation with headers:
- ESCALATED QUESTION 1: [Specific question for T3]
- ESCALATED QUESTION 2: [If applicable]
- Include your findings:
- What you researched
- What you found
- Where you got stuck
- Relevant account details or settings
- Request more info from user while escalating if needed
- Don't wait for answers before escalating
- Ask user and escalate simultaneously
- Change escalation level to T3
Handling De-escalations from T3/T4
When T3/T4 sends a ticket back to you, you need to "close the loop" by:
1. Check Known Issue Tracker
- Review DPAF Forum
- Add new issues found
- Mark resolved issues
2. Determine Why It Came Back
✅ If answer was in documentation:
- Add internal comment noting the missed doc
- Tag ticket with "Missed Doc Review"
- Provide feedback to T1 if they escalated originally
📝 If no documentation exists:
- Assign yourself
- Answer user directly
- In internal comment, add information needed to create a support doc
- Check "Notify Documentation" in left Zoho sidebar
- Provide detailed "why" not just "what" for future reference
3. Share Information Appropriately
- To T1 and assignee: Share the resolution and any process learnings
- To user: Provide final answer if not already given
- Documentation needs: Flag what docs need updating/creating
- Macro needs: Identify what macros need updating/creating
GVR Responsibilities
Daily Task:
| Task | Action |
|---|---|
| GVR Landing Page | • Upload daily landing page • Post in T2 chat for team visibility |
Monthly Task:
| Task | Action |
|---|---|
| GVR Manual Fixes | • Request fixes for brands without landing pages • Request fixes for inconsistent attribute value errors |
Partner Ticket Management
When to Open Partner Tickets:
Open tickets with partners when issues require their investigation or action:
| Partner | Contact Method |
|---|---|
| Twilio | Partner support portal |
| Partner support portal | |
| Vrbo | Contact Shelby/PM Support |
| ABB (Airbnb) | Partner support portal |
| BDC (Booking.com) | Partner support portal (connect.booking.com) or email |
Process for Partner Tickets:
- Use Partner Contacts spreadsheet (YELLOW highlighted only)
- Always CC: dev@ownerrez.com and tier2@ownerrez.com
- Enter partner ticket number in Known Issues if multi-user issue
T2 vs Dev Escalation Parameters:
[Discuss and define these parameters - to be added]
[Discuss and define these parameters - to be added]
Chat Monitoring & Mentoring
Chats to Monitor:
| Chat | Your Responsibilities |
|---|---|
| Support<>Dev "Dev Bridge" | Monitor for technical questions and alerts |
| T2 | Participate in team discussions, share knowledge |
| HelpDesk | • Offer knowledge to T1 • Answer questions throughout the day • Mentor newer team members |
| CS | Monitor for customer success issues requiring support input |
Mentoring Responsibilities:
💡 Help T1 team members by:
- Answering questions in HelpDesk chat
- Providing context when they're stuck
- Sharing tips for researching issues
- Guiding them to relevant documentation
- Teaching process and best practices
Dev Alerts:
- Post dev alerts to HD/CS chats as they come in
- Ensure front-line teams are aware of known issues
- Provide context and workarounds when available
Macros & Documentation Maintenance
Macros:
Create macros when:
- You write the same answer 3+ times
- There's a common issue with a standard response
- A new process needs to be communicated consistently
Edit existing macros when:
- Processes change
- Better wording is identified
- Links need updating
- Information becomes outdated
Documentation:
Maintain internal documentation by:
- Flagging outdated information
- Suggesting new doc topics after 3 duplicate answers
- Adding to Known Issue tracker
- Checking "Notify Documentation" when support docs are needed
Documentation Rule: After 3 duplicate answers without a support doc reference, bring to CS leadership with examples so we can create new documentation.
Fraud Management
Your Responsibilities:
- Evaluate system-generated fraud tickets
- Lock accounts when appropriate per documented guidelines
- Close fraud tickets that don't meet criteria
- Review submitted user documentation
📋 Note: [Need more details here & also need to come up with an ongoing plan]
Additional fraud management procedures to be documented.
Additional fraud management procedures to be documented.
Your SLA Targets
| Metric | Green Target | Yellow Warning | Red Alert |
|---|---|---|---|
| Response Time | Less than 1 business day | Less than 2 business days | More than 2 business days |
Time counted from when ticket first appears in T2 queue
Common Scenarios & Quick Answers
| Scenario | What You Do |
|---|---|
| "This ticket is taking me 30 minutes" | If exceeding 15 min research + 15 min answer, escalate to T3 with your findings |
| "T1 didn't check documentation" | Answer the user yourself, but tag "Missed Doc Review" and add feedback note |
| "User asked a different question on same ticket" | Split ticket → Reset to Team:Helpdesk → Add note explaining split |
| "This seems like a known issue" | Check DPAF forum first, apply appropriate tag if found, include in your response |
| "T3 sent this back to me" | Close the loop: answer user, inform T1/assignee, flag doc/macro needs |
| "User hasn't heard from us in 2 days" | Add transition comment before continuing research or escalating |
| "I've answered this question 3 times now" | Create a macro and/or bring to CS leadership for support doc creation |
Key Reminders
✅ Do:
- Check tickets in your queue daily
- Always write transition comments before escalating
- Check Known Issue tracker (DPAF) before escalating
- Monitor all assigned chats throughout the day
- Upload GVR daily landing page every morning
- Cover tickets for absent teammates
- Post dev alerts to HD/CS chats
- Close the loop on de-escalations
- Create/update macros as needed
- Flag documentation needs
❌ Don't:
- Escalate without transition comments
- Spend more than 15+15 minutes on a ticket
- Skip the Known Issue (DPAF) tracker check
- Let tickets go 2+ days without status updates
- Kick back incomplete escalations from T3/T4 - answer and tag instead
Quick Links
- Dev Phone a Friend Forum: Known Issue tracking
- Partner Contacts: Contact spreadsheet (YELLOW only)
- Channel Escalation Doc: Channel partner procedures
Access Authorized:
- Airbnb Partner Portal and (in portal) SalesForce tickets
- Booking.com Extranet
- GVR Hotel Center
- Keeper
- BDC Connectivity
- RentalGuardian Portal
- Intuit
- GoDaddy
- NameCheap
- Forum admin to edit
- Stripe dashboard
- Internal Document edit permission
- Canned Queries access
- Stage accounts
- Tier2@ownerrez.com and ID@ownerrez.com email groups
- Account Security form and GDrive folders
- Edit Text Blaze