RMS POV: New Tickets Assigned by your Gen CS or CSS Partners : Rakuten Travel Xchange

RMS POV: New Tickets Assigned by your Gen CS or CSS Partners Print

Modified on: Wed, 4 Sep, 2024 at 10:55 AM

Gen CS and CSS Concerns with Existing Ticket Handled by RMS 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.

RMS Concerns with Existing Ticket Handled by other RMS

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

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