Interactive Standard Operating Procedures to Prevent Misrouting Customer Support Tickets
Empower your support teams with clear guidance about how to handle issues, and what teams handle certain types of issues.
Copy templates to use them anywhere:
Large support organizations can be complicated for customers to navigate through. Even if you have ways for customers to get in touch with the appropriate sub-team to handle their issue, they don't always know how to find those. Team members of support organizations like this can also have a hard time keeping track of what teams handle certain types of issues.
This Text Blaze snippet brings a Standard Operating Procedures, or SOP, directly into where support agents are completing their work: Salesforce cases, Zendesk, Intercom, email, or anywhere else they interact with customers, to provide clear expectations about what team handles what types of tickets.
SOP to Avoid Misrouted Tickets
Avoid Misrouted Tickets
{note}This snippet is for triaging a request and ensuring that the request lands with the correct subteam that can address the issue.
What is the nature of the request? {formmenu: ; functionality question; pricing question; billing issue; compliance matters; name=type}{if: type="functionality question"}
What product area is the question about? {formmenu: ; end-user product; API product; administrative features; integrations; name=productareas}{if: type="functionality question" and (productareas="end-user product" or productareas="administrative features")}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{elseif: type="functionality question" and productareas="API product"}
Is this a question about what the API product can do and/or how it works, or does the customer need troubleshooting of their API product's setup? {formmenu: ; API functionality question; API troubleshooting; name=APIissue}{if: APIissue="API functionality question"}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{elseif: APIissue="API troubleshooting"}
{error: Escalate this issue to the API Support team by placing it in their ticket queue.}{endif}{elseif: type="functionality question" and productareas="integrations"}
{error: This request should be fielded by the Technical Support team. Escalate the issue to them by placing it in their ticket queue.}{endif}{elseif: type="pricing question"}
What type of pricing question is this? {formmenu: ; general question; downgrade request; upgrade request; name=pricingq}{if: type="pricing question" and (pricingq="downgrade request" or pricingq="upgrade request")}
{error: Send this request to the customer's Customer Success Manager. Look them up in Salesforce to see who that is, and add them as a CC to the ticket.}{elseif: type="pricing question" and pricingq="general question"}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{endif}{elseif: type="billing issue"}
What is the billing issue the customer is reporting? {formmenu: ; refund request; overbilled; change payment method; explanation of charges; cancelation request; name=billingq}{if: type="billing issue" and billingq="refund request"}
How much would the refund be if approved? {formtext: default=0; name=refundamount}{if: refundamount<500}
{error: You can approve this refund at your discretion.}{elseif: refundamount>=500}
{error: A refund over $500 requires approval from your team lead. Seek that approval before messaging anything to the customer.}{endif}{elseif: type="billing issue" and (billingq="overbilled" or billingq="change payment method")}
{error: Assign this request to the finance team by placing it in their ticket queue.}{elseif: type="billing issue" and (billingq="explanation of charges" or billingq="cancelation request")}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{endif}{elseif: type="compliance matters"}
{error: Assign this request to the security and legal team by placing it in their ticket queue.}{endif}{endnote}
What is the nature of the request? {formmenu: ; functionality question; pricing question; billing issue; compliance matters; name=type}{if: type="functionality question"}
What product area is the question about? {formmenu: ; end-user product; API product; administrative features; integrations; name=productareas}{if: type="functionality question" and (productareas="end-user product" or productareas="administrative features")}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{elseif: type="functionality question" and productareas="API product"}
Is this a question about what the API product can do and/or how it works, or does the customer need troubleshooting of their API product's setup? {formmenu: ; API functionality question; API troubleshooting; name=APIissue}{if: APIissue="API functionality question"}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{elseif: APIissue="API troubleshooting"}
{error: Escalate this issue to the API Support team by placing it in their ticket queue.}{endif}{elseif: type="functionality question" and productareas="integrations"}
{error: This request should be fielded by the Technical Support team. Escalate the issue to them by placing it in their ticket queue.}{endif}{elseif: type="pricing question"}
What type of pricing question is this? {formmenu: ; general question; downgrade request; upgrade request; name=pricingq}{if: type="pricing question" and (pricingq="downgrade request" or pricingq="upgrade request")}
{error: Send this request to the customer's Customer Success Manager. Look them up in Salesforce to see who that is, and add them as a CC to the ticket.}{elseif: type="pricing question" and pricingq="general question"}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{endif}{elseif: type="billing issue"}
What is the billing issue the customer is reporting? {formmenu: ; refund request; overbilled; change payment method; explanation of charges; cancelation request; name=billingq}{if: type="billing issue" and billingq="refund request"}
How much would the refund be if approved? {formtext: default=0; name=refundamount}{if: refundamount<500}
{error: You can approve this refund at your discretion.}{elseif: refundamount>=500}
{error: A refund over $500 requires approval from your team lead. Seek that approval before messaging anything to the customer.}{endif}{elseif: type="billing issue" and (billingq="overbilled" or billingq="change payment method")}
{error: Assign this request to the finance team by placing it in their ticket queue.}{elseif: type="billing issue" and (billingq="explanation of charges" or billingq="cancelation request")}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{endif}{elseif: type="compliance matters"}
{error: Assign this request to the security and legal team by placing it in their ticket queue.}{endif}{endnote}
_
