Internal escalations received from another team/dept, via internal-escalations@upwork.com, should be acknowledged in the order they come into the email queue. (Oldest email taken first, unless there is a EE/Legal summary in the email queue).
Acknowledgement Process:
If you are available to take an internal email, announce you will take the issue in the EE Dash room. If you acknowledge receipt of an internal email escalation, you own it. Should you have questions on a ticket as to whether or not you should be working it, please verify with Katt.
How to acknowledge an Internal Escalation
1. Make sure to read the message thoroughly.
2. Reply all to the original message from the team who sent the email
a. If an exec (Sr. Mgr, Director, VP or above) sends an email escalation, treat it as urgent. Use normal escalation paths with other teams just as we would if it were an EE to solve.
b. If it is from a regular employee or another team (T&S, etc), we will handle it entirely through standard processes (i.e. escalate to CS, CE, etc.)
c. Compose a message acknowledging receipt of the email (be sure your response addresses what is being requested, not just a blanket robotic response)
3. Send (make sure to reply all).
4. No need to update on resolution unless requested.
How to start an Internal Escalation:
1. Review the information sent in the email request
a. Look up the user in OBO
b. Check for any pending tickets pertaining to the issue you are reviewing
c. Take any pending or open tickets
d. Review all points fully regarding the issue. Including the Message Centers, CSS notes, user’s history, the job itself, Iovation, and previous tickets.
e. As needed, reach out to other teams in our Dash rooms. After research is complete, compose your ticket to the user.
f. Once your response is complete, send to the user as a pending ticket
g. Once the user responds, you have an SLA of 24 hours to reply.
Responding to EE Tickets and handling:
Review the ZenDesk queue(s) first thing each morning and throughout the day.
1. New tickets need to be responded to within 24 hours of their arrival in our queue.
2. Always take the first ticket that arrived in our queue and handle first, do not hand pick tickets
a. GDPR Tickets are handled by Brian - those can be left in the queue
Closing Tickets
- If you will be away on a planned absence for more than 1 business day please close out as many of your tickets as you can prior to leaving. At the end of your shift before you’ll be gone, place your tickets on-hold as appropriate, or reassign to a teammate (with their acceptance) to respond should the user write back in.
- Solve a ticket once the issue is resolved or as needed ( extreme cases where the user’s replies are no longer requiring a response). Special case: For clients that WILL NOT STOP even though our options are exhausted, it is best to stop responding and place on hold. Solving these tickets will usually stir backup. For example: https://upwork.zendesk.com/agent/tickets/21007970