Support Responses

When a user submits a support ticket, the response they receive from us is very important. Each user is given the option to select from one of four different priority options:

• Today Critical
• Upcoming Weekend
• General Support
• Improvement Request

Each user is also provided a use case for when to select each of these priorities:

• Today Critical: An event TODAY (including the weekend) will not happen unless fixed.
  • This is generally designed for emergency situations.  An example would be… we have a total power outage. Another example would be… we have no kids programming elements for service today.
  • This is not designed for situations where the guest experience in its totality is not effected. An example would be… a light bulb needs replaced. Another example would be… a coffee brewer is not working.
• Upcoming Weekend: Upcoming Weekend service will not happen unless fixed. (not today)
  • This is designed for all the same situations as above… but when the issue is discovered days before the event.
• General Support: NON Weekend/Event Critical, but desired fix.
  • This is designed for all other support requests.
  • In general, anything that is broken, needs repair or not working as it should.
  • These tickets will not prevent an event from happening today.
• Improvement Request: This is to request NON repair issues
  • This ticket is designed so that a user can request an improvement they would like made, but is not regarding something that is broken.

When tickets are submitted through CreekHelp, Teamwork Desk will automatically assign an agent to work the ticket. The agent will receive a notification from Teamwork Desk that they have been assigned a ticket. When a user submits a ‘Today Critical” a text message is sent to the agent assigned in addition to the email notification. It is important to note, this text message is only sent to the agent initially assigned to the ticket. If the ticket is transferred to another agent, the initial assigned agent should assume responsibility of reaching out personal (phone/text) to the agent they are reassigning the today critical ticket to.

When users submit a support ticket, the priority level they select should also determine the appropriate response time from the assigned agent.

• Today Critical: Contact will be made within 1 hour.
  • Due to the nature of a Today Critical ticket, the agent should reach out by text message or phone call to the user who submitted the ticket.
• Upcoming Weekend: Contact will be made within 24 hours.
  • Contact can be made by phone call, text message or email response within Teamwork Desk.
• General Support: Contact will be made within 1 week.
  • Contact can be made by phone call, text message or email response within Teamwork Desk.
• Improvement Request: Request will be reviewed within 1 week.
  • Contact can be made as time allows.

It is important to note that after an agent receives a support ticket labeled as Today Critical, the agent may not be able to resolve the issue that day, or today critical may not have been the appropriate assigned priority. Regardless it is the responsibility of the assigned agent to reach out to the user within the allotted time above to navigate the change in priority.

When a ticket has been resolved, the agent assigned should also leave a final response to the user who submitted the ticket with what they did to solve the solution.

Agents can select from a couple statuses to close the ticket:

• Could Not Resolve: The agent attempted to solve the issue, and no solution can be found. The issue still persists.
• On-Hold: The agent is aware of the ticket but may not have the tools they need to solve the issue.
  • Example: waiting on a software update from tech company.
  • Example: waiting on a supply order.
• Solved: The agent has solved the issue in its entirety.
• Closed: The agent has been unable to replicate the issue. The ticket can not be deemed ‘solved’.
• Spam: The issue was submitted by a bot or fake user.

We should note here, that there are 3 other statuses that may be used on active tickets:

• Active: This ticket is currently active and being worked on.
• Active-In Progress: This ticket is current active but may span over a few weeks to resolve.
• Waiting on Customer: The agent has asked a question from the submitter. The agent is current waiting on the customer to respond.
  • Note: If a ticket maintains this status for 3 days, the ticket will automatically close.