Critical Escalation (TNS/RMG/Suraksha)

If Partner is threatening to escalate on social media or Founder then we should raise these cases to the POD POCs.

https://docs.google.com/document/d/1zQLW4N5Pxh5811L6tXSRKVcWq8nUdCmGQ6oSBdoTEl8/edit
- Please refer the above document for critical escalations.

Important note Whenever we come across any critical cases, please keep all clients, including Vishrut and Tejaswin Kaur, in the mail loop.

Note: Please don't close ticket until Tns / Community team closes their ticket

How can TL raise a ticket for Suraksha - 

Accessing ticket creation tool: In case a escalation is received from a Customer for which a community or suraksha ticket needs to be created, a ticket for the same needs to be created from the search page  https://ops.urbanclap.com/tickets/search

Step 1- From the search page click on Create ticket.

Step 2- Raising the correct ticket

Issue on behalf of customer: Select this in case customer has raised a concern for a particular request. Examples of issues include: Altercation, appliance damage, on-job injury, theft, sexual misconduct, frauds etc.

Issue on behalf of provider: Select this in case partner has raised a concern for a particular request. Examples of issues include: Accident, altercation, on-job injury, frauds, sexual misconduct, frauds etc.

Step 3 - filling issue details:

User ID: In case issue on behalf of partner, then enter partner ID otherwise if issue is on behalf of customer then it will be customer ID. This is a mandatory field. 

Request ID: This is a mandatory field for community tickets. Please ensure that this is filled 

Ticket-type: For community tickets select Cx community and for suraksha tickets select incident response.

For Suraksha Tickets

Incident response : Insurance claim registration>> Correct POD resolution-Done>> Wrong POD resolution>> Monet

Tagging 

Note:Now we need to drop mail on trustsafety@urbancompany.com