Design Desk SLAs

We must complete these tickets quickly and accurately. Please use slack to reach out for help since there’s not much time.

Agent assigned must complete the design (move status to “needs QA) within 20 minutes of the ticket coming in (and set to ‘needs design’).
Ticket must complete the QA process (and revisions - if needed) and move to “Design Complete” stage within 10 minutes of the ticket coming in (and set to ‘needs design’).
Ticket waits for user to reply
1. If customer/user approves design via comment or does not reply within 72 hours, ticket is moved to “Done” which automatically sends a satisfaction email to requesting user and process is ended!
2. If customer/user replies requesting changes, ticket is moved to “Needs Revision”
  1. If designer has questions for customer proposal desk designer comments questions in ticket and moves ticket status to “Needs customer feedback”. Once customer has responded designer ticket automatically moves back to Needs Revision status and designer is notified via email/jira notification. Repeat this step until request is fully understood.
  2. Designer completes revisions and moves ticket to “Revision QA” status
    1. If internal revision is needed, QA team member adds internal comment to ticket and moves back to “Needs Revision” and design team member updates
  3. QA team member moves status to “Revision Complete” which automatically notifies customers that their design is complete.
    1. Ticket must be moved to Revision complete within 2 hours of status being set to Needs Revision.