Overview
The Reason for Call field determines which team is responsible for working the ticket. Use the routing matrix below to ensure tickets are assigned to the appropriate department for timely resolution.
Reason for Call Routing Matrix
→ Customer Care Bank Changes · Close MID · CLYM Website Compliance · Invalid TIN · Leases · Merchant Problem · Pricing Issues · Refund | → Technical Support Deployment · New Application · POS · Repro · Setup Call · TAP - Clover · TAP - Deployment · Technical Support |
→ Finance ACH Reject · Management Tickets | → Sales Deploy by ISO |
→ Client Relations Retention | → Risk Risk |
→ TBD Collections | |
Ticket Assignment Requirements
- Review the Reason for Call.
- Select the appropriate Group based on the routing matrix above.
- Assign the ticket to yourself as the Owner.
- Update the ticket Status as work progresses.
- Document all actions taken.
- Follow the established ticket handling and follow-up procedures.
NOTE: If a Reason for Call doesn't appear on the matrix, or you're unsure which team it falls under, reach out to leadership for guidance before assigning it.
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