Workforce Support Team | Workforce Support Team |
SOP-DE-WFS Hub Manager Escalations - Workforce One | Number of Reviews: 1 |
Approvers: Luna | Date of Review: 23/07/2024 |
Guidelines
This page aims to guide you through the HM Escalation process. If an employee raises a ticket asking why their vacation was denied, we can remind them that if they have an emergency and or need unpaid vacation, they will have to always reach out to their Hub Manager for an escalation ticket.
The Hub Manager will then decide to approve or deny their escalation request.
Tip! Hub Manager may sometimes escalate tickets that are not a priority. In this case, let the Hub Manager know that unfortunately, we can not proceed with the request in particular.
Step-by-Step
Access the hub manager escalation tickets queue on Zendesk
On activating the play function, you can start with the first hub manager request. The Hub Manager will briefly explain and ask to review an existing ticket created by the employee. The ticket number is mentioned on the left in the 'Escalated Ticket' box.
2. Copy the ticket number and paste it into a tab beside your existing tab in Zendesk. Once you have the ticket, check if the employee has created more tickets regarding this issue. The 'Little Man' icon should be switched on to see the employee's ticket history.
Always try to solve the ticket ( if possible) and if it is in your teams' queue, follow the appropriate procedure. If not, tag the assignee of the ticket in the internal notes.
If the ticket belongs to a different team/department, also tag the team lead to ensure the ticket is prioritized.
Do not forget to add a link to the HM Escalation ticket in the internal notes.
If the ticket number provided by the Hub Manager has been closed, we must create a new ticket. Remember to go back to the escalation ticket and add the new ticket number to the internal notes.
Remember to fill in the Brand (WFS), Requester (employee email), and Assignee (you). Do not forget to add the correct contact reason.
Edge Case 1: The ticket number sent by the Hub Manager is invalid or wrong
Use the macro DE> EN> Hub Manager wrong ticket number to reply to the hub manager. Make sure to edit the message as necessary.
The macro automatically sets the ticket on Pending/ Awaiting Employee Response.
Once the hub manager gets back with the correct ticket, you can work on the escalated ticket number.
Flowchart
Tools
- Zendesk: Working from the Escalation queue
- Depending on the ticket, visit the corresponding SOP if needed.
Macros
Macro name | Description |
DE> EN> Hub manager wrong ticket number | Used to ask HM to send us the correct ticket ID. |
Other macros are based on the request |
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Contact reasons
Contact Reason | Description |
Depending on the escalated ticket! |
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