Rakuten Travel Xchange

Gen CS Concerns with Existing Ticket Handled by CSS on a Different shift

• Existing ticket open and case is urgent? > MERGE the ticket, work on the case, and inform the ticket owner.
• Existing ticket open and case is not urgent? > MERGE the ticket and inform the ticket owner.
• Existing ticket is resolved? > DO NOT merge. Work on the case accordingly.

CSS Concerns with Existing Ticket Handled by other CSS

• Same concern
  • ticket owner is on your same shift? > Merge the ticket and inform the ticket owner
  • ticket owner is on a different shift and case is URGENT? > Merge the ticket, work on the case, and inform the ticket owner
  • ticket owner is on a different shift and case is not urgent? > Merge the ticket and inform the ticket owner

• Different concern
  • ticket owner is on your same shift and existing ticket is OPEN? > Merge the ticket and inform the ticket owner
  • ticket owner is on your same shift but existing ticket is RESOLVED? > DO NOT merge. Work on the case accordingly
  • ticket owner is on a different shift, existing ticket is OPEN, and case is URGENT? > Merge the ticket, work on the case, and inform the ticket owner
  • ticket owner is on a different shift, existing ticket is OPEN, and case is not urgent? > Merge the ticket and inform the ticket owner
  • ticket owner is on a different shift and  existing ticket is RESOLVED > DO NOT merge. Work on the case accordingly