HelpScout

Ticket Handling Policy

This policy outlines the correct procedures for handling support tickets to ensure fairness, accountability, and efficiency. It includes mailbox rules, behavior expectations (e.g., no cherry-picking or hoarding), ticket limits, and disciplinary actions for violations.

https://docs.google.com/document/d/1USzOJmCmxaAxHvmJ-aJRXrwZzfb-UeZUK44AadIbGiw/edit?usp=sharing

Once assigned, take ownership and handle it promptly. This also applies to pending tickets assigned to new agents.

Primary Verification Token:

Secondary Verification Token:

An email address can now be considered verified if it meets any of the following conditions:

There is a 1–2 character typo in the email address.
The domain is different, but there is only one matching account in SIO or Digistore24 but name should be:
For Tickets: The customer name in HelpScout must match the account name.
For Calls: Continue to ask for the customer’s name as a second verification token.