How to Mark a Customer Complaint as Critical

🎯 Purpose:

To ensure urgent, high-impact complaints are flagged as critical in the CX Genie system so they receive immediate attention from the relevant teams.

🪜 Step-by-Step Guide

🛠 Step 1: Open the Ticket in CX Genie

Go to cx.cashkr.com
Navigate to the ticket that needs to be marked
Read through the complaint carefully

🧠 Step 2: Assess if the Complaint is Critical

Mark a ticket as Critical only if it involves:

Payout not received after confirmed pickup
Vendor misbehavior or abuse
Fake pickup attempt
Device lost/damaged during pickup
Repeated failed pickups or high-value loss
Escalation from CEO, management, or public review

🚩 Step 3: Use the “Mark as Critical” Option

On the right-hand side or top panel (depending on layout), look for the “Mark as Critical” toggle/button
Click to activate it
It will turn red or show a “Critical” tag on the ticket

✅ System will automatically prioritize the ticket and send alerts (if configured)

📝 Step 4: Add Internal Notes (Optional but Recommended)

“Marked as critical due to payout pending post vendor pickup. Order ID: 12345. Customer threatening legal action.”

📡 Step 5: Notify Relevant Team (if needed)

If ticket needs faster resolution:

Tag Ops Manager or CX Head in internal comment

“@cxmanager Please review this critical payout issue urgently.”

✅ Best Practices

✅ Do	❌ Don’t
Use for high-impact tickets only	Don’t mark every minor issue as critical
Always review complaint before flagging	Don’t rely only on ticket title
Use clear remarks when marking	Don’t leave the team guessing