Tickets

Rank

Only Administrator+ are allowed to respond to general support tickets.

Rules/Regulations:

• You cannot claim a ticket unless you know the problem and you can definitely help the user who opened the ticket.

• You cannot leave tickets unanswered, especially when you leave it for more than 24hrs as this causes a backlog.

• You ALWAYS use grammar unless exempt.

• You cannot speak over or interupt someone who is handling a ticket. You must say "PTS" and the ticket handler must respond with "Go ahead" or "Granted" for you to give your own advice.

• You should always approach Londoners in a professional manner.

• You cannot ping a HR to help out if they are LOA.

• You should always rename tickets, if able, to an appropriate summary of the ticket.

• You should always close a ticket that has not had a response from the Londoner for 24hrs.

• You should always help to the best of your ability and ping an online HR if extra support is required.

• You should always follow the Chain of command.