Triage Ticket Process

• System alert replies
  Use Macro "[Support] System alert message reply"
• Brand new needy clients in early simple set up
  Often can use modified macro(s) from the Ken Checklist
• Login issues
• Account closure (macro + route to Engagement)
  Use Macro "[Account] Close my account - you do it"
  ALSO FD Scenario "[Support] Who dis / Send to Engagement"
• Trial extension (give, then macro)
  Macro "[Support] Extended free trial"
• Not enough information - Tickets that have specific questions but not enough information to gather details, reply asking for it.
• Anything else that just needs a standard mildly-tweaked macro or can be answered by providing an article

Route -

• VIPs - handling TBD (route to Engagement?  FD Priority?  Chat alert?) Be sure to transition note these unless there is a reason not to do so.
• Partners (usually route to PH, occasionally T3 if API technical questions)
• Forum post notification - route to T2 or Shawn if interesting or response needed, else solve out
• Pre-sales questions that route to engagement
  ZD Macro "[Sales] Who dis?" and modify comment text
  FD Scenario "[Support] Who dis / Send to Engagement"
• Client wrote in on the same ticket with a completely different question - if in FD, split the ticket and handle/route separately as appropriate
• Adjust ticket priority as needed- note "missing" words for FD improvement
• Route to mgmt for handling- transition it

Merge - 

• Add comment to both tickets to show that they were reviewed to determine which remains master, then merge tickets together.

Handling TBD - route to Engagement?  FD Priority?  Chat alert?  T2?

Triage handles initial (macro response) if available, alert in chat once the client replies - 

• Financial issues - refunds, payments, taxes.  Escalate to T2 if complex
• Double bookings/calendar
• Sync issues 
• Door lock problems
• Security issue e.g. phishing reports, account ownership controversy, etc.
• Login issues
• Brand new users needing extra attention
• Sensitive topics 

FOR NOW experiment, suggest, and improve process

• OAuth (other than initial OAuth macro reply)
• Sandbox (partner API/testing issue)
• Non-simple CSS
• Rates don’t match channel, but APIs look OK
  ZD Macro "[Support] Escalating TIER 2"

To be used for tickets where Triage did some investigation that is worth documenting in an internal comment, but, determined that properly investigating and replying to the client will take an excessive amount of time that isn't suited to working in the Triage mode.  Tickets with this code should be worked by any other non-Triage agent as encountered.

• Booking.com cancellation alerts (need Keeper, BDC access)
• Create a list of ticket types that could be solved by Macro but we don't have one yet.