Proposed Process Suggestion for Handling L2 Tickets:

  1. Ticket Validation and Analysis:
    • Upon receiving a ticket, the agent must validate the ticket details and thoroughly analyze the customer’s concern to understand the issue fully.
  2. Customer Communication:
    • If the ticket contains contact details on email or chat, the agent must reach out to the customer via phone to provide the resolution or follow up as needed.
    • If the customer’s phone number is unreachable but a resolution is available, the agent should communicate the resolution through the original ticket source (email or chat).
    • If the ticket does not have contact details, the agent should reply via the available communication method to request the customer’s contact information if required. 
  3. Handling Tickets with Dependencies:
    • If the ticket involves dependencies (awaiting action from an internal team), the agent should:
      • Notify the customer with a clear follow-up timeline TAT.
      • Escalate the issue internally for resolution.
  4. Time-Bound Responses:
    • For open tickets, ensure a response is made within 2 hours of ticket creation.
    • For follow-up tickets, respond within 24 hours.
    • For internal client pending tickets or Customer pending, ensure responses are made within 48 hours.
  5. Escalation and Follow-Up:
    • If the resolution is not achieved within the defined timeline, the agent must escalate the ticket internally using the escalation matrix while keeping the customer informed about the next steps.