Ticket handling guidelines

Ticket handling guidelines

  1. Every ticket owner must strictly follow the defined SLA.
    1. 1st response to customer within 30min of case registered.
    2. 2nd response to customer must be with in 1hr, requesting for the information if customer failed to provide.
    3. 3rd response to customer requesting for collection information.
    4. Coordinate with 3PL for pickup arrangements and update the in-house team simultaneously.
    5. 4th response to customer providing booking details.
    6. If collection is delayed, inform the customer with the reason without fail.
    7. Notify the customer once the device is received at the service center.
    8. Obtain diagnosis results from the technical team and proceed for claim, repair, or replacement.
    9. Work in parallel with procurement, logistics, PMs, and technical teams to confirm parts availability or find alternate solutions.
  2. If the tickets holding for parts pending below options to be followed. Status has to be Pending vendor.
    1. Tickets under “Pending Vendor” must be updated to the customer every alternate day with the latest status.
    2. Communicate with vendor and provide the ETA from PM or Vendor (if reaching directly).
    3. If the part couldn’t be arranging by PM reach out to the procurement team for the replacement unit. Procurement team will taking internal approval.
  1. Ticket owner is the responsible for all the communications to all the department including customer.
  2. Every ticket has to be closed within 3 working days and Maximum of 5 working days.
  3. If a ticket is open beyond 5 days, the owner must justify the delay with proper updates.
    1. All comments must be updated clearly in the ticket.
  1. Tickets open for more than 7 days will be marked as SLA exceeded and treated as a performance concern.
  2. While writing the mail, Communication must be crisp, clear, professional, and detailed. Short or incomplete responses are not acceptable.
  3. Ensure emails are sent to the correct recipients to avoid unnecessary loops.
  4. No deviation from the standard process is allowed under any circumstances.
  5. Field Support Team must not proceed with onsite work without proper confirmation from the respective team.
    1. Work must be halted in cases of serial number mismatch, faulty unit mismatch, incorrect replacement part, visible damage, burnt components, smoke, or any unusual condition.
  1. All required notes, updates, timelines, photos, serial numbers, logs, and evidence must be added in the ticket before closing it.
  2. Escalations should be avoided by maintaining consistent communication and timely updates.

    • Related Articles

    • Ticket Handling- Level One Check

      Ticket Handling-Level One Check Ticket handling level one check indicates the procedures for collection required details for processing tickets (RMA,ARS,Service Center) Most of the time required details will be available when the ticket is raised, ...

    • Dead-on Arrival Handling Process

      This article outlines the updated procedure for handling Dead-on-Arrival (DoA) product cases. The goal is to ensure faster resolution, minimize customer disruption, and streamline coordination across teams. Process to Follow Identification & ...

    • FAQ - E-Commerce Ticket Handling

      General Questions to handle E-Commerce customer. Q1. How many E-commerce partner MBUZZ have? Ans. 3 Amazon Noon Microless Q2. Selling name for E-Commerce site? UAE - Galaxy International Dubai KSA - Game Changers KSA Q3. How to Identify from which ...

    • RMA Ticket Status Definitions

      Sl No Ticket Status Status Definition 1 Open ticket opened, initial email received 2 Pending Customer awaiting reply from customer 3 pending RMA receipt awaiting shipment from customer 4 Pending Collection awaiting logistics team to collect the items ...

    • How to manage tickets in NVIDIA NPN Portal

      Prerequisites Ensure you have access to the NVIDIA Partner Network (NPN) Portal. Method 1: Submitting a Support Ticket via Email You can create a support ticket by sending an email to NVIDIA Enterprise Support Case at: ? enterprisesupport@nvidia.com ...