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vSplash Escalation Process

Important Notices

  • Escalations workflow is for tickets that need extra attention and priority for a customer when they are escalated
    • Escalated tickets should utilize a Sr Builder and will ensure Supervisor QA
    • This workflow enables the ticket to be actively worked on and subsequently reviewed by the agent who initiated the escalation
    • It helps eliminate confusion about ticket ownership by clarifying the flow of responsibility
    • The SLA clock will pause once the ticket is placed in the agent’s queue
    • ALL escalated tickets will be sent to vSplash first
      • vSplash is to vet and move escalated ticket to internal if needed
  • These requests will no longer be flagged via #builder-wds-escalations but instead raised in Jira

    • These requests can be raised by Escalation Specialists, Customer Success Specialists, Website Specialists II/III, TP Agents and BPO Supervisors.
  • The Escalations path is for Care and Revisions. We should not be seeing any Escalations for New Builds. If you do see it, please flag it to the Production Team.
  • All communication between Internal team, Specialists, and vSplash should be left as internal notes in the Build Revision’s subtask that is escalated, or Care ticket.
    • These will ensure communication can be seen by anyone who is reviewing the ticket

How to navigate Dashboard and Ticket for Escalation and Delivery Specialist

  • Revision tickets that have been escalated can be viewed in vSplash Builder dashboard in the gadget Active Escalation Revisions

  • Care tickets that have been escalated can be viewed in vSplash - Website Requests dashboard, in the gadget Active Escalation Requests

  • When a ticket is Escalated

    • Jira will set who is triggering the escalations as the Delivery Specialist to identify who escalated the request

    • Delivery Specialist is the agent to review the ticket once it is in Escalation and should be the point person in slack as well

    • The ticket becomes escalated when the ticket is triggered, and the field is filled out in the Escalation Reason field (selected by the specialist)

  • For Care

    • In the WC ticket, on the right-hand column, in the field Escalation Reason, if the field is filled out with a reason the ticket is escalated

    • Agent who is assigned to review will be added to the field Delivery Specialist

  • For Revisions

    • In the PWS Parent ticket

      • Escalation reason is on the right-hand column

      • Delivery Specialist is found under Team tab

    • In the PWS subtask

      • Delivery Specialist is found under Team tab

      • Escalation Reason is on the right-hand column

When a Care Escalations is routed to vSplash

  • vSplash actions will be highlighted
    • Ready -> In Progress

      • vSplash Builder 

        • Put ticket In Progress
        • Complete ticket
        • Move ticket to Ready for QA
    • Ready for QA -> Design QA
      • vSplash QA Builder 
        • Put ticket into Design QA
        • QA ticket
        • Once completed, transition ticket to Escalated
          • Escalated transition will only show up if the Escalated Reason has a value filled in
            • Once the ticket is Escalated, this will move to the Delivery Specialist
            • SLA clock will stop for vSplash
    • Escalated
      • Delivery Specialist
        • Review ticket
        • If the ticket is completed, move ticket to Done
          • This should close out the care ticket
        • IF the ticket needs to go back to vSplash for edits, move to Needs Edits
    • Needs Edits
      • vSplash 
        • Work on edits based on Delivery Specialist notes
          • Notes from Delivery Specialist will be left as internal comments
        • Once completed, move transition back to Escalated
          • Escalated and Needs Edits will continue back and forth until the Delivery Agent is satisfied and will close out the ticket in Escalated

     

    When a Care ticket falls into Non-Technical Clarification

    • vSplash 

      1. Submit Non-Technical Clarification and TAG Delivery Specialist for review in Parent ticket

      2. Continue processing non-technical clarifications as usual, except in the following case:

        1. If the Clarification Routes to Copywriting (to email the customer or close the ticket):

          1. Do NOT email the customer.

          2. Do NOT close the ticket.

      3. Temporary Workaround Process
        If a clarification is routed to the copywriting team (for example, “Content or Review - Workaround/OOS – Communicate With Customer”), follow these steps:

        1. Step-by-Step Process:

          1. Once the ticket is in “Copywriting” status:

            1. Select “Provide Clarification -> Ready” to move the ticket to Ready status.

          2. Then:

            1. Select “Create Clarification path -> Clarification” status.

          3. Next:

            1. Submit as internal comment

              1. Clarification note should already be added to the ticket while transitioning to copywriting status

      This process will create a clarification subtask and ensure the correct workflow.

    • We are implementing this process to avoid emailing the customer or closing the ticket prematurely. Our goal is for the agents who are working directly with the customer to maintain ownership of the ticket and handle all communication from start to finish.

     

    When a Care ticket is technical and needs to go to Internal team

    • In Progress
      • vSplash  
        • Move ticket to Ready and unassign from “Assignee”
        • Toggle Internal field to “yes”
        • Leave Internal comment that this is moving Internal
          • TAG Delivery Specialist
    • Ready / Open
      • Internal
        • Will handle the escalation ticket moving forward

When a Revisions Escalation is routed to vSplash

  • Parent ticket status: Revisions In Progress
    • Build Revisions subtask: Ready -> In Progress
      • vSplash 
        • Put ticket In Progress
        • Complete Revisions
        • Move ticket to Ready for QA once completed
    • Build Revisions subtask: Ready for QA -> Design QA
      • vSplash 
        • Put ticket into Design QA
        • QA ticket
        • Once completed, transition ticket to Escalated
          • Escalated transition will only show up if the Escalated Reason has a value filled in
          • Once the ticket is Escalated, this will move to the Delivery Specialist
          • SLA clock will stop for vSplash
  • Parent ticket status: Awaiting Intake
    • Build Revisions subtask: Escalated
      • Delivery Specialist
        • Review ticket
        • If the ticket is completed, move subtask to Done
          • This should close out the subtask and move the Parent ticket into “Ready for Publish”
        • If the ticket needs to go back to vSplash for edits, move subtask to Needs Edits
    • Build Revisions subtask: Needs Edits
      • vSplash 
        • Work on edits based on Delivery Specialist notes
          • Notes from Delivery Specialist will be left as internal comments
        • Once completed, move transition back to Escalated
          • Escalated and Needs Edits will continue back and forth until the Delivery Agent is satisfied and will close out the subtask in Escalated

When a Revision ticket falls into Non-Technical Clarification

  • vSplash
    • Submit Non-Technical Clarification and TAG Delivery Specialist for review in Builder Subtask and Parent ticket

When a Revision ticket is technical and needs to go to Internal

  • Parent Ticket status: In Progress / Awaiting Intake
  • Subtask status:In Progress / Needs Edits
    • vSplash
      • In Subtask
        • Move Subtask to Ready and unassign from “Assignee”
        • Toggle Internal field to “yes”
        • Leave Internal comment that this is moving Internal
          • TAG Delivery Specialist
      • In Parent ticket
        • Toggle Internal field to “yes”
        • Leave Internal comment that this is moving Internal (for visibility purposes)
          • TAG Delivery Specialist
  • Internal
    • Will handle the escalation ticket
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