Skip to main content

Process for escalating tickets & handling impatient employees/applicants

On-hold [Payroll tickets]:

  1. Payroll child tickets: ticket has been on hold for 48h

  2. Raise an “escalation” in the collab-payroll channel

  3. > 24h no reply/actions please tag Lead in the post on Slack

OBS! Make sure you keep the employee "posted". There should not be more than 48 hours between updates. You can use the wording from "EN > Patience II" or "[ESCALATE TO WFS LEAD] DE > EN > Patience (employee asking for update)". (Remove lead as follower)

Other tickets (On hold):

  1. The ticket has been on hold for >24h (between 24-32h) use the [ESCALATE TO WFS LEAD] DE > EN > Patience (employee asking for update) macro.

  2. This macro adds your lead as a follower to the ticket.

If applicants are asking for an update on their applications, you can use:

  1. First time: [APPLICANT] EN > Patience Status check (Moderate to fit the case)

  2. Second time: EN > Patience II
    OBS! If the applicant is enthusiastic and continuously interested in getting a job with us, you can share these applicants with Growth (using the collab channel). They can then prioritise these applicants.

Did this answer your question?