Send every support ticket to the right team with its urgency

Fields

• Subject
• Ticket text, or the whole thread

Questions

1. Which team should handle this support ticket? Choice

   Choose the one team that should handle the ticket, using the routing rules in the context. When the ticket raises more than one issue, choose the team for the issue the rules give most weight to.

   • Orders and delivery An order not yet received: tracking, late or missing parcels, wrong address, changing or cancelling an order before it ships.
   • Returns and refunds Sending back an order that arrived, a wrong or damaged item on arrival, and refunds for returned goods.
   • Warranty and repairs A device that worked and has since developed a hardware fault, such as no sound, a broken hinge or a battery that no longer holds charge.
   • App and technical support Setting up a device, pairing, Wi-Fi, firmware updates, and the app crashing or not working as it should.
   • Billing and subscriptions Pellmore Plus charges, duplicate or unknown payments, invoices, payment methods, and starting, changing or ending the subscription.
   • Account and security Logging in, passwords, two-step codes, changing the account email, and someone else getting into the account.
   • Product safety A device or charger getting hot, smoking, swelling, sparking, or hurting someone.
   • Product questions before buying Questions from someone choosing a product: features, compatibility, stock, prices, business orders.
   • Privacy and legal Requests about personal data, and letters from lawyers, regulators or other authorities.
   • No action needed Auto-replies, spam, sales pitches to Pellmore, and thank-you messages with no request.

2. What does the customer mainly want in this support ticket? Choice

   Choose the single main thing the customer wants from the whole ticket, not every thing they mention.

   • Ask for information The customer wants to know something and reports no problem.
   • Report a problem The customer reports something broken, wrong or not working, and wants it put right.
   • Request a change The customer asks for something to be changed, set up or updated, with nothing wrong.
   • Chase an earlier request The customer follows up something already raised and not yet dealt with.
   • Cancel The customer asks to end the subscription, an order or the account.
   • Give feedback The customer gives praise or criticism without asking for anything.

3. How urgent is this support ticket, from what the customer says? Scale

   Rate the time pressure and impact the customer states or clearly describes. Do not rate how important the topic sounds in general.

   • None The customer states no time pressure and no impact.
   • Low A general wish for a prompt reply, with no stated deadline or consequence.
   • Medium A stated deadline in the coming days, or a consequence that has not happened yet.
   • High Harm or loss that is happening now, such as money the customer needs taken wrongly or a device that cannot be used at all, or a deadline of today.

4. Does the customer ask to speak to a person, a manager or someone by phone? Yes / No

   Read every customer message. Count a request, in any words, for a person, an agent, a manager, a callback or a phone call instead of the assistant, an automated reply or more messages, and a request to stop talking to a bot. Mentioning a person they spoke to before is not a request. Yes: The customer asks, in any words, to deal with a person. No: The customer does not ask for a person, including when they are only frustrated.

5. Does the team need details from the customer that the ticket does not give, before it can start? Yes / No

   Count only details a ticket like this should carry: which order, account email, device or serial number, or what actually went wrong. The helpdesk matching an email address to an account counts as having the account. Judge only the issue the ticket is routed for. Card details, payment IDs and bank statements are not needed; the helpdesk matches charges to the account. Yes: At least one such detail is needed and missing from the whole ticket. No: The ticket carries enough to start work, or the request needs no such detail.

6. Does the ticket raise a second issue that belongs to a different team? Yes / No

   Count a second issue only when the customer asks for something about it and another team in the list would handle it. Yes: The ticket raises a second issue for a different team. No: Everything in the ticket belongs to one team.

7. Does the customer describe a device or charger getting hot, smoking, swelling, sparking or hurting someone? Yes / No

   Count it however it is worded ("the case is bulging", "it smelt of burning"), even when it is not the main point of the ticket. Do not count a device that is only warm in normal use as the customer describes it. Yes: The customer describes a safety concern of this kind. No: No such concern is described.

Lens columns

team, team_probability, intent, intent_probability, urgency, urgency_average, asks_for_person, asks_for_person_probability, missing_details, missing_details_probability, second_issue, second_issue_probability, safety_concern, safety_concern_probability