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Likewise, a ‘Regional Manager’ field has been created for each of the support ticket queues:

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InfoDO NOT add the AM to this field when they are added as a ‘watcher’ in a ticket. Individual SOP’s will define when an account manager should be added as a ‘watcher’ versus tagged in an internal comment and added to the ‘Account Manager’ field (along with the Regional Manager).

New statuses have been created to flag tickets where an account manager has been tagged. The ‘Waiting for Account Manager’ status is to only be used when a response is required from an account manager (per SOP).

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