Non-negotiable Queues

Regardless of how many tickets we will be handling every shift, it is crucial that we are aware of which ones we need to process first.

The non-negotiable queues, as outlined in the ticket hierarchy below, are ticket folders that require immediate attention. Prioritizing these folders is an essential approach to ensuring fair and efficient ticket resolution, preventing issues from escalating, such as potential chargebacks, and maintaining overall productivity.

Please check the Hierarchy of Ticket Priority:

1. PreTSA Missed Calls
2. Called CC descriptor Number
3. Check for Threaten a Chargeback
4. Check for Refund Request
5. New Tickets PreTSA
6. All New Tickets Not PreTSA

STRONG REMINDERS: ALWAYS SORT TICKETS FROM OLDEST TO NEWEST. By focusing on resolving the oldest tickets first, we ensure that unresolved problems do not accumulate and become overwhelming. Also, this will help us to prevent issues from escalating or becoming more complex over time. Some problems may seem minor at first but can escalate if left unresolved. By addressing older tickets promptly, we can avoid potential complications and ensure a more efficient resolution process. This approach promotes customer satisfaction and demonstrates our commitment to providing quality service.

Just use the arrow up button to sort tickets from oldest to newest. Please check the screenshot below: