Some factors to consider when altering priority of support requests are below. If more than one applies, accumulate the effect. For example if a customer calls twice, is on after hours, and says that they cannot sell a ticket, then that is +5+5+10 -> so that makes it high priority
Factors affecting Priority | Effect | Subsequent Action |
Venues that cannot process a sale | +10 | Call the customer immediately |
Any issue where data is not being stored in the database properly | +8 | Call Customer and then after validation of the issue, Contact Tier II Immediately. Any data issues are of prime importance. |
People with after hours support that left a message overnight | +5 | Call the customer back and follow up response with email of link to web help, if applicable. |
People who phone for support | +3 | Evaluate contents of voice mail and email response and/or call back | People who left an email after close of business the prior day | +2 |
An extension to an existing support case with the same topic | +1 | if the customer is not seeing the answer being provided, call the customer. |
People requesting status on existing Tier II reguest | +1 | attach new case (if there is one) to original case, determine status from Tier II and email the status to customer. |
East coast support requests (mid afternoon only) | +1 | Give time zone priority over west coast for email responses |
An extension to an existing support case with a new topic | neutral | Create a new case and evaluate as normal priority |
People who send a support personal email to a personal email account | neutral | Create a case and treat in order entered. Inform customer that email was logged with the case number. |
A new case concerining an item already elevated to Tier II support | -1 | attach new case as subcase of the original and email client that the information was attached to an existing case. |
People who have been provided a workround but insist on a fix to Theatre Manager | -5 | bring to attention of management |