Handling Medical-Related Tickets | New Process 

Email Tickets 

• No action is required from the agent.

• Hand off the ticket directly to your team lead via Zendesk (Submit the ticket as On Hold).

  • If the Team Lead is off or OOO, post your ticket to the cs-crew channel

1. SMS

2. Chat

3. Phone 

• Empathize and acknowledge the customer's concern.

• No probing or action is required from the agent.

• If the customer insists on speaking to a supervisor/manager immediately, transfer the chat/call to the direct team lead.

• Exception: If the customer requests to cancel their subscription and would like to get a refund for the most recent order, the agent can proceed with the request. Once completed, hand off the ticket to the team lead via Zendesk (submit the ticket as On Hold). If the Team Lead is off or OOO, post your ticket to the cs-crew channel

Sample hand-off language for the customer:

"I am hoping for your cat's speedy recovery." {Send the appropriate empathy statement.}. As a fellow pet parent, I understand how difficult this must be for you. Please know that we handle your concern with great care and sensitivity, as it is very uncommon. I’ll be forwarding your concern to our senior support team, and someone will reach out to you via email as soon as possible." 

Next Steps...

• The team lead will conduct further probing if needed.

• The team lead will request and review medical paperwork from the customer if necessary.

To maintain service quality and medical-related tickets are handled correctly, strict compliance with the medical ticket handoff process is required effective immediately.

Failure to follow the new medical ticket handoff process will result in an autofail, effective Monday, March 24, 2025. 

Please see the sample below:

• If your Lead is Alyzza, then reassign it @Lyzzzy OR, if your Lead is Kara, then reassign the ticket to TL @Kara