--- title: "SOP: Cross-Department Delegation & Ticket Ownership" description: Quick-reference SOP showing which department owns each request type (IT, HR, Field Tech, Billing, Sales), the handoff checklist, and who to loop in per handoff. --- [Skip to content](https://go.sitemetric.com/sitemetric-knowledge-base/sop-cross-department-delegation-and-ticket-ownership#main-content) English - United States Show submenu for translations ![](https://go.sitemetric.com/hubfs/Icon__Wordmark_-_Horizontal_-_Red-1.svg) - Home - Products - Pricing - Blog - Company Open main navigation Close main navigation - Home - Products - Pricing - Blog - Company - English - United States Show submenu for translations - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Sitemetric Knowledge Base](https://go.sitemetric.com/sitemetric-knowledge-base?hsLang=en-us) 2. [Core Support Operations](https://go.sitemetric.com/sitemetric-knowledge-base/core-support-operations?hsLang=en-us) 3. [SOP](https://go.sitemetric.com/sitemetric-knowledge-base/core-support-operations?hsLang=en-us#sop) # SOP: Cross-Department Delegation & Ticket Ownership ## Quick-reference SOP for routing tickets to the right department while Support keeps ownership > **DRAFT for review** — proposed restructure of the live SOP. Same content, reorganized for faster lookup. > **Quick principles:** Support owns the customer + ticket end-to-end • Lead approval required for cross-department handoffs • Receiving team should never have to re-triage. ## Purpose Route requests to the correct department when Support can't resolve them directly — while Support keeps ownership of the ticket and the customer relationship. **Applies to:** Customer Support, Data Support I, and Data Support II. --- ## 1 — Who Owns What (Quick Reference) Check here first. If the task is Support's, complete it. If not, this tells you who owns it. ### 🔐 Accounts & Slack - **Sitemetric app accounts (invites, logins, permissions)** — Owner: **Support** (DSII / Customer Support); Loop in via: [support@sitemetric.com](mailto:support@sitemetric.com) - **Slack account creation** — Owner: **HR / Onboarding**; Loop in via: [HR@sitemetric.com](mailto:HR@sitemetric.com) - **Slack reactivation** — Owner: **HR** confirms employment, **IT** confirms if offboarded; Loop in via: HR + IT - **Slack deactivation** — Owner: **HR / IT**; Loop in via: [helpdesk@sitemetric.com](mailto:helpdesk@sitemetric.com), [HR@sitemetric.com](mailto:HR@sitemetric.com) - **Slack password resets** — Owner: **User self-service**; Loop in via: See reset steps below ⬇️ - **Slack email changes** — Owner: **Support or IT**; Loop in via: — - **Slack title updates** — Owner: **IT or Arjay/Nate** (Entra); Loop in via: — - **Sitemetric email accounts** — Owner: **IT**; Loop in via: [Email Request Form](https://us.sitemetric.com/forms/R1DKYD50F6) - **Sitemetric business card (Ramp Card) requests** — Owner: **IT**; Loop in via: [helpdesk@sitemetric.com](mailto:helpdesk@sitemetric.com) > **Slack password resets — walk the user through this** ([sitemetric.slack.com](http://sitemetric.slack.com)): - **Sitemetric email on the Slack account:** the password is their Microsoft password — change it in Outlook, then sign into Slack using **"Sign in with Microsoft."** - **Non-Sitemetric email on the Slack account:** on the Slack login page, select **enter email and password**, then **Forgot password**. ### 🔧 Hardware & Equipment - **Employee laptops, phones, assigned devices** — Owner: **IT**; Loop in via: [Hardware Request Form](https://us.sitemetric.com/forms/N96U9JQMKR) - **Site equipment (turnstiles, scanners, sensors)** — Owner: **Field Tech first** → escalates to IT if needed; Loop in via: Field Tech HubSpot pipeline · Field Tech Ticket Triage: Initial Troubleshooting Checklist - **Printing help / printer questions (non-IT)** — Owner: **Production — Printer Team**; Loop in via: [Printers@sitemetric.com](mailto:Printers@sitemetric.com) ### 💼 Projects, Billing & Contracts - **Project closeout, stop work, end of billing, completion requests** — Owner: **Customer Success / Billing**; Loop in via: [success@sitemetric.com](mailto:success@sitemetric.com), [billings@sitemetric.com](mailto:billings@sitemetric.com) - **Open invoice check before closeout; project name/customer changes** — Owner: **Billing / Finance**; Loop in via: [billings@sitemetric.com](mailto:billings@sitemetric.com) or Lea Chatlain - **Mass Texting purchase/pricing; EIN trouble when ordering a number** — Owner: **Sales / Customer Success**; Loop in via: [sales@sitemetric.com](mailto:sales@sitemetric.com), [success@sitemetric.com](mailto:success@sitemetric.com) · Mass Texting SOP - **New project, Pricing, renewals, contract terms** — Owner: **Sales**; Loop in via: [sales@sitemetric.com](mailto:sales@sitemetric.com) - **Offboarding** — Owner: **IT + HR together**; Loop in via: [helpdesk@sitemetric.com](mailto:helpdesk@sitemetric.com), [HR@sitemetric.com](mailto:HR@sitemetric.com) ### 📊 Data, Reporting & Bugs - **Worker-level data (names, companies, access, badges) — bulk requests** — Owner: **Data Support I**; Loop in via: Workforce Data pipeline + Carina Pena · DSI Handbook - **Integrations — HammerTech, Procore, Perry Weather** — Owner: **Support** (Customer Support / DSII); Loop in via: HammerTech SOP · Procore SOP · Perry Weather SOP · Google Sheets - **Bugs, app errors, backend defects** — Owner: **Dev / Engineering**; Loop in via: Internal bug submission (never include the customer) - **Net-new reports, custom dashboards, DB-level reporting changes** — Owner: **Success / Reporting Development** (Dave Haynes); Loop in via: Per net-new reporting process > **Not sure?** Ask your Department Lead before routing. **Lead approval is required for every cross-department handoff.** --- ## 2 — Before You Route > 1. **Can Support handle it?** If it's within Support's training and authorization — complete it, don't route it. 2. **Reporting/feature requests:** Triage first. Confirm the customer's underlying goal and try existing reports, one-time pulls, filters, or config changes. Only truly net-new builds go to Shawn Bunderson — follow the net-new reporting process 3. **Get Department Lead approval** for the routing decision. --- ## 3 — The Handoff Checklist The receiving team should never have to re-triage or re-ask the customer for basics. Every handoff includes: - **Ticket fields completed to the best of your ability** — request type, sub category, and most importantly the **project** - **Who and where** — project name + Site ID, and the affected customer contact(s) or worker(s) (e.g., names, phone numbers, worker IDs, badge numbers, user emails) - **What's affected** — the specific item the issue involves (e.g., a scanner or zone, a report, a form, a user account, an invoice) - **The specific issue** — what is actually happening, not just the category (e.g., "denied scans at Gate 2," "scheduled report not delivering," "SSO login loops back to sign-in") - **What was already tried** — troubleshooting or workarounds attempted and their results (e.g., power cycled the scanner, re-sent the invite, re-ran the report) - **Timeline + customer responses** — interactions so far, expectations already set, screenshots/logs - **Why Support is delegating** — what decision was made and by whom "Adding in \[Department\]" with no context is **not** a handoff. > **Handoff standard:** If someone new picked up the ticket with only your handoff notes, could they act immediately without asking the customer to repeat basics? - **🔧 Field Tech handoffs — pipeline steps & regional lookup** Field Tech has a dedicated HubSpot pipeline — complete the checklist above, attempt initial troubleshooting (power cycle equipment, restart the associated device) and document the outcome, then move the ticket to the Field Tech pipeline. Complete the initial troubleshooting guide before escalating. Need to know which tech covers a site? Check the [Field Tech and Active Sites Google Sheet](https://docs.google.com/spreadsheets/d/1BslW2lLNuv_YogjQbwr_-qDV6x4VAETl/edit?gid=73840877#gid=73840877) (Regional Map → Region Roster). --- ## 📚 In-Depth SOPs & Guides Deeper procedures behind the quick reference above: - **Integrations** - HammerTech (Workers Sync) - Procore - Perry Weather - Google Sheets - Autodesk Partner Card - **Accounts & access** - Access & Invites (User Accounts & Slack) - Sitemetric App Invites Procedure - SSO & Troubleshooting - API Access Request - **Tickets** - Ticket Intake & Triage (WIP) - Ticket Resolution & Closure (WIP) - DSII Ticket Handling & Expectations - Field Tech Triage Checklist - **Projects & closeout** - Project Closeout Checklist - Mass Text Messaging Setup - BV New Site Launch - Launch Protocol - **Reporting & people** - New Reporting & Platform Enhancements (Forward to Shawn) - Report Guide - Internal Points of Contact - Data Support I Handbook --- - **Reference: Department Details & Loop-In Notes** **Data Support II** — App user accounts, pre-built dashboard reports, data accuracy investigations, ticket triage/delegation, shared Slack items, most integrations. Loop in: @support, [support@sitemetric.com](mailto:support@sitemetric.com), /support in SiteChat. **Data Support I** — Bulk worker-level data work. Small changes (a few workers, a few badges) can be handled by any Support team. Loop in: Workforce Data pipeline + Carina Pena. **IT** — Org email requests ([form](https://us.sitemetric.com/forms/R1DKYD50F6)), Sitemetric business card (Ramp Card) requests, Microsoft 365/Entra changes, licensing, app installs on company devices, employee hardware ([form](https://us.sitemetric.com/forms/N96U9JQMKR)), Field Tech escalations, employee-assigned hardware (Windows/macOS/iPhone/iPad). Include in handoff: SiteID, summary/reference email, affected users + emails, affected scan posts/devices. Loop in: helpdesk@ or [it@sitemetric.com](mailto:it@sitemetric.com). **HR** — Slack creation, reactivation employment checks, offboarding (with IT). Loop in: [HR@sitemetric.com](mailto:HR@sitemetric.com). **Customer Success** — Completion/closeout requests, stop work, end of billing, contract scope questions, non-standard Mass Texting items, EIN trouble (once a number is ordered, Support monitors and escalates to bugs/devs), enhancement requests unsolvable with current tools. Loop in: [success@sitemetric.com](mailto:success@sitemetric.com). **Dev / Engineering** — Bugs and feature requests, internal-only, never include the customer. **Reporting Development** — Custom reporting, new report builds, DB-level changes, custom dashboards. Dave Haynes for Dev-Reporting. \*(Contact method TBD.)\* **Sales** — Pricing, renewals, contract terms, signed contract review. Justin Brady + Tyler Schwarz (account assignments being clarified — loop in both for now). **Billing / Finance** — Open invoice verification before closeout, project name/customer changes, invoice questions, billing discrepancies, accounting (Lea Chatlain). Loop in: [billings@sitemetric.com](mailto:billings@sitemetric.com) or Lea Chatlain (314.714.0921). **Operations** — On-site manpower, ACO/Guard coordination, customer orders, operational project setup. \*(Contact method TBD.)\* **Production — Printer Team** — Printing help, non-IT printer troubleshooting. 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