{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}