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How to manage tickets ? technical support or traceability

manage tickets ? technical support or traceability

This standard operating procedure is design to provide clear guidance on how and where a created ticket should be assigned and the relevant information required for both the account management and support teams to undertake their roles.


Assignment of tickets for technical support


Create a step-by-step guide

  • Step 1: Submit a ticket
  • Step 2: Alerts and replies
  • Step 3: Closing out the ticket

Step 1: Submit a ticket via the Fresdesk system using either request@citybeachsoftware.com or emergency@citybeachsoftware.com 

  • Include the Seller Company Name e.g Country Road 
  • Include the impacted Marketplace e.g Myer
  • Include the request of support to action e.g confirm the feed import timings

Step 2: Account Managed sellers tickets will trigger an alert & all replies are cc'd

  • Enterprise, Account Managed and High Value sellers are all auto set to trigger an email alert to the relevant agent
  • The Support team will also ensure that all replies are cc'd to the relevant agent to ensure visibility
  • The relevant account management agent will also include any external evidence, additional information provided by the seller external to the ticket e.g a phone conversation while support are investigating

Step 3: Closing out the ticket

  • Once the technical support process is complete and or the account requires monitoring post fix the Support Team can hand the ticket back to the relevant account management agent to review and close out the ticket

Assignment of tickets for traceability


Create a step-by-step guide

  • tep 1: Submit a ticket
  • Step 2: Alerts and replies
  • Step 3: Closing out the ticket

Step 1: Submit a ticket via the Fresdesk system using either request@citybeachsoftware.com 

  • Include the Seller Company Name e.g Country Road 
  • Include the impacted Marketplace e.g Myer
  • Complete the ticket details e.g reason, store URL
  • Assign the ticket to yourself 

Step 2: Account Manager will undertake the review and communications

  • The relevant account management agent will  include any external evidence, additional information provided by the seller external to the ticket e.g a phone conversation while investigating
  • Include an steps to recreate the issue and steps tried to resolve

Step 3: Escalate to the support team via the standard process

  • If an account management agent can not resolve the issue and needs to escalate  they should do so via the standard process i.e L2 and or DF

Step 3: Closing out the ticket

  • Once the technical support process is complete and or the account requires monitoring post fix the Support Team can hand the ticket back to the relevant account management agent to review and close out the ticket