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 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