Ticket Guide
How to handle tickets per rank.
Ticket Guide
General Tickets
When handling general tickets, you are only allowed to handle minor issues, general inquiries and questions about departments. You are not to handle departments reports on the other hand.
| Ensure while handling tickets, you are being polite to the user on the other end.| You need to ensure you are listening to everything they are saying.| If you do not know how to handle their issue, escalate it to other person.| Do not make things up on the spot.
General Format
Internal Affairs
When handling Internal Affairs ticket, you are to be handling staff reports, member reports and blacklist requests. If the request is out of scope, you are to be redirecting to another category. Please note, blacklists still need to be approved by the appropriated individuals.
| When handling reports, these users can be distressed. Do not antagonize or harass them.| You are to remain professional during the entire encounter.| In all tickets, you are required to provide proof of their issue. Tickets without proof should be closed with adequate warning.| You are not to talk in tickets that are reporting yourself unless called upon.
Internal Affairs Format
Management Tickets
When handling Management tickets, you are handling HR support or request, major issues or affiliations. When handling affiliations, please ensure that they are within our requirements before posting their information. Other reports are to be taken with care to ensure the customer feels heard.
| Handle the customers request with care. They are contacting HR as it is a major issue.| As for proof in all scenarios, without such, you are unable to justify your actions.| Be extremely polite to affiliation requests as they might surpase us or be extremely useful.| Do not make answers up, if you do not know, pass on the ticket.
Management Format
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