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SOP: Ticket Intake & Triage

Standard procedure for receiving, categorizing, and routing incoming support tickets

Purpose

To ensure all incoming tickets are efficiently received, categorized, and assigned to the appropriate team or individual, reducing delays and misrouting.

Scope

Applies to Customer Support, Data Support I, and Data Support II for all incoming support requests via email, Slack, portal, phone, or other channels.

1. Ticket Creation Methods

Tickets can be created in several ways:

1.1 — Email (Automatic)

  • Any email sent to the support email address automatically generates a ticket in the system.
  • Captures sender, subject, body, and attachments.

1.2 — Slack Tagging (Automatic)

  • Tagging @support in any Slack channel automatically generates a ticket.
  • Ticket includes Slack channel/thread link, message, and attachments.

1.3 — Manual Ticket Creation

Required for tickets that do not originate from email or Slack tagging, including:

  • Phone calls
  • Direct messages (Slack DM, Teams DM, etc.)
  • Text messages (SMS)
  • Splitting off part of an existing ticket to delegate to another department

1.4 — Form Responses

  • Tickets submitted via company forms (e.g., SiteChat forms or internal request forms) should be captured as new tickets.
  • Include the full form submission in the ticket (all fields and any attachments).
  • Ensure the ticket is categorized and assigned to the correct team based on the request type.

### Mandatory Fields for Manual Tickets When creating a manual ticket, you must include: - Customer/external contact name - Relevant internal contact name (team member owning or related to the issue) - Relevant project name - All associated IDs (site ID, worker ID, company ID, customer ID, etc.) - Reference report(s) or dashboards where applicable - Full description of the issue - Any attachments or links - Correct category and priority - Assignment to the appropriate team or individual

⚠️ Note: Every ticket, automatic or manual, must contain sufficient information to begin triage and ensure proper routing.

2. Initial Triage

2.1 — Review New Tickets

  • Review incoming tickets within the SLA (e.g., 30–60 minutes).

2.2 — Verify Completeness

  • Ensure all required information is included.
  • If incomplete, request clarification from the customer before proceeding.

2.3 — Categorize by Department

Assign the ticket to the correct department based on type:

### Support Team (Customer Support) – Handles: - Primary point of contact for customers - Connecting with customers via calls, emails, or meetings to clarify requests - Providing app demos or walkthroughs to gather more context - Explaining processes or features to customers for clarity

### Data Support I – Handles: - Worker-level data corrections - Profile updates (e.g., name, company, phone) - Managing worker access and restricted labels

### Data Support II – Handles: - App access issues - Report issues or custom dashboards - Investigations requiring querying or analyzing datasets - Escalations from Data Support I involving broader system-level changes

2.4 — Categorize by Complexity/Tier

Within each department, assign the appropriate tier:

  • Tier 1 / Simple: Quick fixes, standard requests, or routine data changes
  • Tier 2 / Moderate: Requires investigation or coordination across teams
  • Tier 3 / Complex / Escalation: Critical issues, multiple dependencies, or customer escalations

2.5 — Assign Priority

Based on impact and urgency:

  • High: Critical impact, urgent timeline
  • Medium: Moderate impact or timeline
  • Low: Minimal impact, flexible timeline

2.6 — Initial Acknowledgement

  • Send an automatic or manual acknowledgment confirming receipt of the ticket.
  • Include expected response times based on ticket priority.

3. Routing & Assignment

3.1 — Assign to the Appropriate Team

Use automation for standard routing where possible.

3.2 — Escalate When Needed

Escalate tickets outside normal scope to leads or managers.

3.3 — Cross-Department Delegation

If the ticket requires assistance from departments outside of Support (e.g., Field Techs, Operations, Development, Billing, etc.), follow the (OLD) SOP: Cross-Department Delegation & Ticket Ownership.

4. Monitoring & Follow-Up

  • Track ticket progress in the system to ensure resolution within SLA.
  • Reassign or escalate tickets delayed beyond SLA.
  • Periodically review open tickets for completeness, accuracy, and prioritization.

5. Documentation & Closure

  • Document all steps, communications, and actions in the ticket.
  • Confirm resolution with the customer before closing.
  • Categorize closure reason for reporting purposes (e.g., Resolved, Escalated, Duplicate, Info Only).

Owner: Customer Support

Applies To: All support team members handling incoming tickets

Review Frequency: Quarterly