Not all tickets are created equal. Sometimes the answer to a customer's question just isn't available and a ticket will need to be escalated.
Before escalating, our top Experts utilize all resources. Some of those resources are:
Partner Info button on the platform. This can be located in the center panel by clicking the Partners name at the top.
Google - It's important to ensure the information is not from another companies site.
The Partner's website
If they are unable to find the answer or a resolution for the customer, they reach out to a Specialists for assistance and include the following information:
Conversation type - email, chat, or social DM
Ticket number - formatted as you see in the platform (e.g., Partner_12345). You can simply copy/paste this information!
Brief description of the issue. It's important to provide enough information for the Specialist to provide the best assistance.
If no answer or resolution can be found after taking these steps, they escalate the ticket to the next level of support.
Reminder: Experts are not compensated for escalated tickets, so it is in your best interest to try your hardest to help the customer. Of course, we're always here to help you out!