1. Please read the ticket thoroughly and action accordingly.
2. Please select the appropriate type before resolving the ticket.
3. Whenever a ticket generated from an FL’s email is assigned to the CM or ME, please ensure that the status of the ticket is Open.
4. Please ensure that tickets are assigned to the appropriate ME and default agent in the CM group according to the market.
5. Once a ticket has been responded to, please set the status as Resolved. If any response or back-and-forth is expected, please set the status as Pending.
6. Please do not keep tickets Open unless they fulfil the condition mentioned in point no. 3.