Critical Escalation (TNS/RMG/Suraksha)

https://docs.google.com/document/d/1zQLW4N5Pxh5811L6tXSRKVcWq8nUdCmGQ6oSBdoTEl8/edit
- Please refer the above document for critical escalations.

Note: Please don't close ticket until Tns / Community team closes their ticket

How can TL raise a ticket for Suraksha - 

Accessing ticket creation tool: In case a escalation is received from a Customer for which a community or suraksha ticket needs to be created, a ticket for the same needs to be created from the search page  https://ops.urbanclap.com/tickets/search

Step 1- From the search page click on Create ticket.

Step 2- Raising the correct ticket

Issue on behalf of customer: Select this in case customer has raised a concern for a particular request. Examples of issues include: Altercation, appliance damage, on-job injury, theft, sexual misconduct, frauds etc.

Issue on behalf of provider: Select this in case partner has raised a concern for a particular request. Examples of issues include: Accident, altercation, on-job injury, frauds, sexual misconduct, frauds etc.

Step 3 - filling issue details:

User ID: In case issue on behalf of partner, then enter partner ID otherwise if issue is on behalf of customer then it will be customer ID. This is a mandatory field. 

Request ID: This is a mandatory field for community tickets. Please ensure that this is filled 

Ticket-type: For community tickets select Cx community and for suraksha tickets select incident response.

For Suraksha Tickets

Incident response : Insurance claim registration>> Correct POD resolution-Done>> Wrong POD resolution>> Monet

Tagging 

Note:Now we need to drop mail on [email protected]