The Agents have been assigned based on the particular Team like Maintenance, Admin, Accounts, Sales. Find the below process of handling the ticket based on the team.
ALL:
1. Unassigned tickets have to be checked and assign to the respective agents based on the customer issue.
2. Whatsapp messages have to be replied to within 1 hour.
3. If you can directly resolve the customer issue that's fine. If not acknowledge the customer's email and check with the concerned department and resolve the issue within SLA.
Ticket Types and how to resolve:
PAC:
Please see Article on PAC Solutions.
MNT:
Please see Article on MNT Solutions.
Accounts:
Please see Article on Accounts Solutions.
Admin:
Please see Article on Admin Solutions.
Tenant Termination Process:
Please see article on Tenant termination
Owner Termination:
PLease see separate Article on this.