Standard Operating Procedure (SOP) for Forwarding Tickets to the Appropriate Department
Introduction
Efficiently managing and resolving tickets is crucial for maintaining smooth operations and ensuring employee satisfaction within our organization. This Standard Operating Procedure (SOP) outlines the process for forwarding tickets to the appropriate departments, specifying when and how to forward tickets to ensure that each issue is handled by the most suitable team. The departments covered in this SOP include People Services, People Ops, Payroll, and Growth.
This SOP aims to streamline the ticket forwarding process, reduce response times, and enhance the quality of service provided to employees. By following this procedure, we ensure that all tickets are directed to the appropriate department in a timely and efficient manner.
Identifying Ticket Categories
Before forwarding a ticket, it is essential to identify the category it falls into. The following categories correspond to specific departments:
People Services:
- Visa Tickets
- Hub Change Request
- Contract Change Request
- Personal Info Update on SAP
- Resignation
- Incorrect Warning
- Personal Documents (Interim Report, Holiday Certificate, Employee Reference Letter)
Payroll:
- Tax ID Change Request (HRTC)
- Payment Issues
- Tax Class Change Request
- Payroll-specific Documents (Arbeitsbescheinigung, Verdienstbescheinigung, Lohnsteuerbescheinigung)
- Clarification on Payroll Topics
- Health Insurance Update (HRTC)
Note: For Payroll issues, we solve tickets by creating "child tickets" specifically for the Payroll Team to address.
People Ops:
- Termination Clarification
- Accidents
- Parental/Maternity Leave
- Grievances
- White Collar Requests
- Legal Cases (in conjunction with the Legal Team)
Growth:
- Retroactive Contract Changes (before contract is signed)
- Specific Hiring Process Cases
- Applicant Rehire
- Applicants Stuck in the Application Process
By accurately categorising and forwarding tickets, we ensure efficient handling and resolution, ultimately improving the overall service experience for our employees.
Criteria for forwarding tickets
A ticket should be forwarded to the appropriate department based on its content and the nature of the request. Use the following criteria to determine the correct department:
The Topic of the Ticket:
Sometimes you can recognize from the right side information in Zendesk that it might be for another department (E-Mail Address, Position e.g.)
Forwarding the Ticket
Once the correct department has been identified, follow these steps to forward the ticket:
Go to the ''Assignee*'' field on the left of Zendesk and choose the right department
Tip: Don't forget to add an internal note for your colleagues to identify the contact reason quicker
You can then forward the Ticket as ''Open'' to the department
Streamlined Process for Handling Payroll and Growth Tickets
Payroll Tickets Handling
For Payroll tickets, we utilize a "child ticket" system rather than forwarding the original ticket. Follow these steps:
Open the WFS > HUB Payroll Macros: Choose an appropriate macro from the WFS < HUB Payroll Macros that matches the nature of the ticket.
Initiate Side Conversation: This action will open a side conversation that you can then send directly to the Payroll team for their attention.
Enter Employee Data and Description: Fill in the required employee data and provide a clear description of the request within the macro.
Growth Tickets and Specific Questions to other teams
For Growth tickets and other specific inquiries, utilise designated Slack channels integrated within Zendesk for direct communication:
Initiate a side conversation through Zendesk directly into the relevant Slack channel.
Follow-Up
After forwarding the ticket or initiating the side conversation:
Set Reminders or Follow the Ticket: Ensure to set a reminder to check the status of the ticket within a specified timeframe. Alternatively, add yourself as a follower on the ticket to receive notifications of any updates automatically.
Conclusion
By strictly following this SOP, we enhance efficiency in directing tickets to the appropriate departments. This approach leads to improved response times, enhanced service quality, and sustained high levels of employee satisfaction.
Payroll Macros:
Macro name | Description |
WFS> Hub Payroll> Document request | Used when the employee is requesting a document processed by Payroll. Opens side convo w. Payroll, fill in the info required & let’s employee know we are working on their case. |
WFS> Hub Payroll> Clarification | Employee is asking for clarification on a payment. Opens side convo w. Payroll, fill in the info required & let’s employee know we are working on their case. |
WFS> Hub Payroll> No Salary/ Full Salary Missing | Used when the employee did not receive any salary. has not received any salary. Opens side convo w. Payroll, fill in the info required & let’s employee know we are working on their case. |
WFS> Hub Payroll> Sick Payment | When there is an issue with Sick pay - payroll needs to check before adding it to the HR tracker. Opens side convo w. Payroll, fill in the info required & let’s employee know we are working on their case. |
WFS> Hub Payroll> Tax Class | Employee's tax class needs to be changed. Opens side convo w. Payroll, fill in the info required & let’s employee know we are working on their case. |
WFS> Hub Payroll> Vacation Payment | When there is an issue with Vacation pay - payroll needs to check before adding to the HR tracker. Opens side convo w. Payroll, fill in the info required & let’s employee know we are working on their case. |
WFS> Hub Payroll> Wrong Payments | When there is an issue with the payment and we need an investigation from Payroll. Opens side convo w. Payroll, fill in the info required & let’s employee know we are working on their case. |
Other channels:
Channel name | Purpose |
#collab-rider-care-operations | Contacting Central Operations for queries |
#collab-rider-care-growth | Contacting Growth based queries |
#collab-rider-care-people-ops | Contacting People Operations-based queries |
#de-workforce-support-team | Contact the WFS team for queries |
#de-wfs-pps-team | Contact People Services for queries |