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SOP: Data Support II — Ticket Handling & Expectations

Ticket property requirements, escalation behavior, and thoroughness standards for Data Support II

Audience: Data Support II Owner: Arjay Thakoorie Last Updated: June 2026

Overview

This SOP outlines the standards, expectations, and workflows for the Data Support II team. It covers ticket property requirements, escalation behavior, cross-department delegation, and general thoroughness standards.

Ticket Property Fields

When opening an email-generated ticket in HubSpot, the following fields must be filled out manually before working the ticket:

  • Request Type
  • Sub Category
  • Associated Sites

⚠️ If a site has not been created in HubSpot yet, notify your lead immediately so it can be set up before the ticket is worked.

Filling out these fields accurately feeds directly into team dashboards and reporting. Do not skip them.

Handling Difficult Tickets

Do not skip or avoid complex or confusing tickets. If a ticket feels outside your comfort zone:

  1. Attempt to read the full thread and understand the ask
  2. If still unclear, flag it to your lead before taking action
  3. Your lead will work through it with you

⏱️ The goal is to ensure no ticket sits too long without the customer hearing back. Escalating early is always better than letting a ticket age.

Cross-Department Delegation

If you believe a ticket belongs to another department, do not reassign it on your own. Follow this process:

  1. Flag the ticket to your lead first
  2. Your lead will confirm the correct owner and guide the next step

Reference documents:

Reference documents - SOP: Cross-Department Delegation & Ticket Ownership - Access & Invites (User Accounts & Slack) *(pay special attention to bullet point #6 on sending app invites)* - SOP: Black & Veatch (BV) New Site Launch + Project Management

Ticket Queue Management

Check both queues regularly to ensure nothing slips through:

  • Open tickets
  • Waiting for Support tickets

Do not rely on notifications alone. Make it a habit to review both views at the start and end of each shift.

Thoroughness Standards

  • Always read the entire ticket thread before acting on it, even if the most recent message seems straightforward
  • Unusual or complex requests are a normal part of this role — do not make assumptions based on the subject line alone
  • Prioritize accuracy on complex tickets and efficiency on straightforward ones
  • If something seems off, flag it — do not guess

Confirmation Requirement

When onboarded to this SOP or after a significant update, team members are expected to reply to the lead confirming:

  • You have read and understood everything outlined in this document
  • You have reviewed all three linked reference documents listed under Cross-Department Delegation

Notes

Workflows are actively being refined. If you have ideas to improve any process, bring them to your lead. The goal is to make the system work better for everyone on the team.