TICKET HANDLING: Splitting pipeline for Sales and Other Teams

Currently there are ticket pipelines for:

• Support ( this houses, sales, cs tickets and tailor-made)

• Operations ( this houses all operations team tickets)

• Flights ( houses all flights team tickets)

• Bookings PL ( Houses the cruise team tickets for both supplier and customers)

• New Sales tickets pipeline (To house all sales teams, minus cruise)

• Update 'bookings' pipeline name to' Cruise' tickets 

• Introduce new ticket property called - Ticket team owner

1 - Agent updates the team ticket owner when another team is responsible for actioning the full ticket 

2- ticket pipeline will then auto-update to the correct team inbox for action

• Each core team will know which pipeline they should be working off 

• When you set the ticket team owner to the relevant team in another inbox,  it will then run via a workflow to move the ticket into the right team inbox.  This means CS should no longer post in Slack for the team to take over the ticket. If you see it in the right pipeline, then you know it will be actioned.

Example:  I have a CS ticket which is a brand new sales enquiry, I update the Ticket team owner to SALES this will then move the ticket from the support pipeline to the Sales ticket pipeline. 

• Be sure to remove your name as ticket owner before changing the Ticket Team Owner

• Cruise

• Customer Success

• Flights

• Operations

• Sales

• Sales - Travel Agent team

• Tailormade team

• When the core team requires assistance from another team, use the current task creation process via category or playbook (dependant on team) 

• Do not move the pipeline. 

Where applicable, always associate the deal and if you know which agent should action the ticket assign the ticket owner.

This will help triage the ticket to get actioned asap skipping a second triage.