Ticket Created

• Initial reply ≤ 24h

• Auto-assigned: ≤24h

• Assigned in-shift: ≤2h

• Tagging: C-End/B-End + Concern

• If tag missing → tag-update form

• Reply ≤ 24h after each user message

• If not promptly resolvable → reassurance email ≤ 24h

• Aim ≤ 3 days (max 1 week)

• Send 'Closed' template

• No reply after last email + 24h

• If user says 'not resolved' after close notice

• Send after 3 days of no response

• Wait 24h → Close

• Specialist/ops support

• Provide solution

• Send 'Closed' template

• No reply after last email + 24h

• Customer sends a new message

1) 3-4 follow-up rounds completed (dealer / abandoned cart / survey leads)

2) Missed-call ticket and the call has been returned

3) No customer response for ≥ 3 days