Guide: Maintaining SLA Violation Tickets in CX Genie
Purpose
To keep a proper record of all SLA violations in CX Genie so they can be tracked, reported, and acted upon.
Who Does What
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CX Team: Creates and updates tickets.
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Quality & SLA Person: Investigates and updates action taken.
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Ops Manager: Reviews weekly for repeated vendor issues.
Steps to Maintain SLA Violation Tickets
Step 1: Create the Ticket
(CX Team)
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In cx.cashkr.com, click New Ticket.
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Fill in:
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Ticket Type: SLA Violation
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Order ID
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Customer Name & Contact
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Vendor Name
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Short Description (e.g., Pickup delay, Payment late)
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Assign ticket to Quality & SLA Person.
Step 2: Investigation & Action
(Quality & SLA Person)
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Check order in Admin Panel for:
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Timeline of events
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Vendor notes/proof
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SLA rules for that issue
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Take action:
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Approve Fail / Reject Fail / Reverse
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Flag vendor or reassign order
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Process payment if required
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Add action details in Ticket Notes section.
Step 3: Update Ticket Status
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In cx.cashkr.com, change ticket status:
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Open → when received
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In Progress → during investigation
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Resolved → after action taken
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Closed → once CX confirms with customer
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Step 4: Weekly Review
(Ops Manager)
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Every week, filter SLA Violation tickets in CX Genie.
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Identify vendors with 5+ violations in a week → apply vendor penalty or hold.
Tips for Easy Tracking
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Always include Order ID & Vendor Name in ticket title for quick search.
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Use the same wording for issue types so reports are clean (e.g., always “Pickup Delay” not “Delay in pickup”).
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Never close a ticket until the customer confirms issue is fixed.