Support Staff Format and Procedure

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Support Staff Format and Procedure

Post by TyLORD on Thu Jul 23, 2015 3:44 pm

The Support Team is here to help fix any issues you have. The format is as follows:

Title: [Problem] [Stage] [Priority] [Solved?]
Steam Name:
SteamID:
Category:
Problem:

=-=-=-=-=-=-=-=-=-=-=-=-=-=-PLEASE DO NOT EDIT BELOW THE LINE=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

Support Team Section

Handler:
Support Level (1-3):
Priority (Low, Medium, High):
Solved (Y/N):



------------------------------------------------------------------------------------------------------------------------------
Glossary/Notes

The Handler is the Staff member that's helping you.
The Support Level is the ticket's stage of assistance. 1 would be Junior Support, 2 would be Intermediate Support, 3 would be Senior Support.
The priority is the level in which the Support Team decides how important the ticket is.
When the issue is solved, the Handler will put a Y for yes. When it remains unsolved, it will be an N for no.

When you fill in your ticket, please note the following:

Your title should be a brief statement as to what your problem is. The Handler of your ticket will edit in the sections in purple. Do not edit the purple sections.

The categories are:
-Forum Help
-Chat Help
-Event Help
-Account Help

When you are writing your problem out, please be as detailed as possible.
All responses, your's and the Staff's, will be in the comments.
All comments on other people's support tickets will be deleted if they are not made by the Handler or the person that created the ticket.
Upon solving the ticket, it will be locked. If you have any more problems or questions on the same topic, just make a new topic.


Procedure:

1. A Support Team Member will review your ticket.
2. Usually, the Support Level starts at 1. The Junior Support Team will attempt to solve your issue.
3. If the Junior Support Team couldn't help solve your problem, the ticket will be transferred to Intermediate Support Team. The Intermediate Support Team will attempt to solve your issue.
4. If the Intermediate Support Team couldn't help solve your problem, the ticket will be transferred to Senior Support Team. The Senior Support Team will attempt to solve your problem.
5. If the Senior Support Team couldn't help solve your problem, the ticket will be transferred to the Directors of Support, the Managers or the ticket will be transferred to other methods of Advanced Support.

Junior Support: Helps with little things such as general questions, how-to's regarding the forum/community, advice, tutorials, etc.
Intermediate Support: Helps with more intricate issues such as giving how-to's on how to fix things.
Senior Support: Administrative helpers. Helps with account issues, resetting passwords without hassle, ranks, etc.
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TyLORD
Director of Administrative Personnel

Posts : 9
Join date : 2015-07-06

http://majorlordsofgaming.fullboards.com

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