Refer to the following schedule sheets to see who is currently on shift - During your shift, please focus on tickets and place yourself as INVISIBLE for chats:
When an inquiry is received in the CS Tech Army Slack room, follow these steps to address the question.
CS Agent Process (excluding Phones, Premium and EE agents)
Resolvable Tickets/Inquiries
If you (Tech Army) are able to find a solution, share it with the agent and add the inquiry to this log for tracking and reference purposes.
Agents will add Tag Only > Tech Army Issue macro and resolve their ticket accordingly.
Unresolvable Tickets/Inquiries
If you (Tech Army) cannot find a solution, you may post the questions on behalf of the agent in the Ask-TS room OR ask that the ticket be escalated to the Technical Support team for handling (whichever is applicable) and add the inquiry to this log for tracking and reference purposes. Do not reassign the ticket to yourself. **Advise the agent that a touch response will not be necessary unless a resolution is not found within SLA guidelines.**
If a ticket needs to be escalated to Technical Support, be sure to remind the owning agent to add internal notes to the ticket with the following info:
DESCRIPTION OF THE PROBLEM
CL / FL SPECIFIC INFORMATION
OBO REVIEW OF ACCOUNT RESULTS
STEPS TO REPRODUCE THE PROBLEM VIA SUDO
Tech Army:
Agents will add Tag Only > Tech Army Issue macro and escalate their ticket accordingly along with proper ticket type selection (e.g. Question, Incident, Task).
Sample Tech Army Ticket:
a. https://upwork.zendesk.com/agent/tickets/27910446 (mock 1) This is a sample wherein the agent was able to get assistance from Tech Army immediately.
b. https://upwork.zendesk.com/agent/tickets/27910590 (mock 2) This 2nd sample case required escalation to TS and included a touch response from agent due to SLA approaching. Otherwise, if still within SLA, agent should not send a touch response while waiting for Tech Army assistance.
Process Map