Ticket Ownership, Ticket Sharing and Access Levels

Any ticket raised by an outlet will be assigned to the concerned POC. That is, the POC (Success Executive) will be the sole owner of that ticket. The raised ticket will be shared with concerned departments on basis of category of the ticket. For example, if a ticket’s category is ‘Analytics Dashboard Issues’, the ticket will automatically be shared with analytics department.

Some of the points to keep in mind:

The tickets will be raised with a pre-set deadline. In case the concerned department feels that the issue won’t be resolved in stipulated time, the department can update the deadline in the field ‘Suggested Due Date by Department’. POC will go ahead update the deadline for that particular ticket.

In case the raised ticket demands intervention of another department apart from the concerned department, POC has the access to loop another department in but the concerned department won’t be able to do so.

The access to close a ticket resides with the POC and the store team. In case the department feels that the ticket has been resolved, the department may drop a private thread to POC and request to close the ticket.

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