As we continue to scale our support for Partner Care, we want to ensure every request is handled with speed and accuracy.
To help us achieve this, please keep the following guidelines/expectations in mind when submitting:
Do Not Manually Assign Tickets:
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To maintain full visibility and ensure no request is overlooked, do not manually assign/re-assign tickets to specific team members or admins
Do not view the ticket in the Zendesk interface before it is assigned
Our intake is designed to route tickets to the next available administrator in the order they are received
Manually assigning disrupts this flow and may lead to delays or missed requests
Trust the Service Level Agreements (SLA):
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We are committed to resolving your requests promptly. For the most accurate expectation of completion, refer to the estimated turnaround time provided in your initial ticket confirmation.
These timelines are calculated to provide the most accurate expectation of completion
How to Communicate with Us:
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To keep our records organized and ensure your updates are seen, please use the methods below:
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For Grubhub Username Submissions: If you submitted your ticket using your Grubhub username, please use the "My Activities" portal for all questions, responses, and status checks
For Company Email Submissions: If you submitted your ticket using your Company email address, please reply directly via the Email Confirmation thread to communicate with our team
Skip the Slack: Avoid using Slack for status updates - direct messaging fragments the conversation and can lead to delays or missed details
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Maintaining these practices will help us resolve your requests faster and keep our queue clear of misrouted tickets that impact our SLA targets.
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