Existing ticket is currently being handled by GEN CS

  • Same concern?
    • ticket owner is online? > Assign the ticket to the ticket owner
    • ticket owner is not online and case is URGENT? > Merge the ticket, work on the case, and inform the ticket owner
    • ticket owner is not online and case is not urgent? > Merge the ticket and inform the ticket owner


  • Different concern?
    • ticket owner is online and existing ticket is OPEN? > Assign the ticket to the ticket owner
    • ticket owner is online but existing ticket is RESOLVED? > DO NOT merge. Work on the case accordingly
    • ticket owner is not online, existing ticket is OPEN, and case is URGENT? > Merge the ticket, work on the case, and inform the ticket owner
    • ticket owner is not online, existing ticket is OPEN, and case is not urgent? > Merge the ticket and inform the ticket owner
    • ticket owner is not online and  existing ticket is RESOLVED > DO NOT merge. Work on the case accordingly

Existing ticket is currently being handled by CSS or RMS

  • Ticket owner is on the same shift? > ASSIGN the ticket to the ticket owner
  • Ticket owner is on a  different shift? > ASSIGN the ticket to the respective specialization you are partnered with.