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Ad Hoc Zendesk Ticket Process - Policy

1. Ad Hoc Ticket View and Workflow All new Ad Hoc order requests assigned to you will appear in a separate view titled Ad Hoc Request Assigned to Me. These tickets must be actioned throughout the day. The SLA (Service Level Agreement) for responding to these tickets is 5 working hours from the time the ticket is created. To process an Ad Hoc order: Start a new ticket and contact the customer using the appropriate "more info" macro In the existing order ticket, use the macro /New. A list of services will populate. Select the appropriate service based on the order received. An internal ticket will be automatically created. A drop-down field will appear on the left–hand panel. Input the number of services included in the order. This process enables accurate, automated reporting on order volume (daily, weekly, monthly).  2. Unassigned Order Tickets Unassigned orders can be viewed in the Ad Hoc Orders team view. If distribution has not yet occurred, you may take ownership of available tickets from this view. SLA timing starts from the moment the ticket enters the system, so it is your shared responsibility (along with the designated distributor) to monitor this folder and ensure timely ticket assignment.  3. Automatic Follow-Ups (Chasers)To keep tickets progressing, the following automatic chaser schedule is in place: 1st chaser: after 2 business days of no response 2nd chaser: after 5 business days Ticket auto-closure and order suspension: after 2 weeks of no response Note: To avoid automatic chasers for delays outside your control (e.g., awaiting documents, Companies House filings): Change the ticket status to On-hold. Only tickets in Pending status will receive automatic chasers.  4. SLA Guidelines New Ad Hoc Orders: 5 working hours Open Tickets: 8 working hours These SLAs are tracked at both individual and team levels and are a key performance metric for senior management. If You Are Drafting Documents: To extend the 8-hour SLA, you may use the macro SLA Pause – 3 Days. This will pause the SLA timer for three working days and move the ticket into your "Pending" status, To help you track these orders, you’ll have access to a dedicated view titled SLA Paused for Drafting (3 Days). It is your responsibility to monitor and maintain this view regularly to ensure no tickets are overlooked. Please note: After the 3-day pause period, the ticket will automatically return to your "Open" tickets and resume the SLA countdown. The pause can only be applied once, as the order is bound by a strict SLA. If you complete the work before the 3-day pause ends, please manually reactivate the SLA using the macro SLA Manually Reactivated Before 3-Day Automation. Outbound FCSS Upsells Assign orders requiring Outbound action to the 'Outbound Sales Team' and set the status to "On Hold" to pause the SLA. If Outbound upsells FCSS, they will solve the ticket and submit an FCSS request. If FCSS is not upsold, Outbound will return the ticket to you as "Open", and the SLA will resume. Outbound has 30 minutes to upsell. They may exceed this only if the customer requests a hold on the order.  5. Manual Order RequestsThe distribution coordinator will verify whether a manual order was placed by an existing customer. If it's an existing customer using the wrong email, it becomes the assigned agent’s responsibility to contact the customer. The distributor will forward the ticket to you along with a note explaining the situation. Use the macro COSEC General > Email not on file to contact the customer and confirm the correct email.