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Customer Care Process: Escalations - Step by Step Workflow

Introduction

The purpose of this document is to explain the Customer Care ticket escalation process.

 

Escalations Process

Tier 1 - Customer Care Specialist Steps

  1. Re-create the issue; if this cannot be done, get clarification from submitter - do not escalate

  2. Escalate the ticket to Tier 2, as appropriate, using the applicable macro

  3. Complete the issue diagnosis template generated by the macro

  4. Populate the Impact, Severity, and P-score fields for all Not Working tickets; the Zendesk priority is keyed off the P-score field, and will assign the appropriate SLA

    1. Note: for help assigning these fields, see the Priority Determination Matrix below; for info on SLA's, see the Response Time SLA Matrix below

Tier 2 - Tech Customer Care - Initial Steps

  1. Re-create the issue; if this cannot be done, get clarification from Tier 1 - do not escalate

  2. Escalate the ticket to Tier 3, as appropriate, using the the applicable macro

  3. Add yourself in the CC's field to stay included in all ticket updates

Tier 3 - Product Team Steps

  1. Re-create the issue; if this cannot be done, get clarification from Tier 2

  2. Add a private comment giving a status update, preferably within one business day

  3. Resolve the issue then re-assign the ticket back to Tier 2 with a private comment providing the root cause

Tier 2 - Tech Customer Care - Final Steps

  1. When the ticket is re-assigned to you from the Product Team, solve it

 

Priority Determination Matrix

 

Response Time SLA Matrix