Core Process 02 of 08
Ticket Assignment
The right person gets the right ticket, every time. Assignment is based on request type, machine complexity, and technician capability — not who is available first.
Owner: Allison — Engineering Manager
Performed by: Mary | Tech Support Admin
Business Hours: 5:00 am – 5:00 pm PST
Version: v1.2
Purpose
Every ticket receives a named owner before it leaves triage. Assignment is driven by two factors: what type of issue it is, and how complex the machine is. When those two factors point to different people, the more restrictive rule wins.
1
Confirm the Request Type
Check the Type of Tech Support request set in CP01 — this determines the path
|
Technical Issue
Machine fault, electrical, PLC, diagnostics
→ Steps 2–5 (Technician)
|
Part Quote Request
Customer knows the part, wants a price
→ Step 6 (Non-Technical)
|
Part Number ID
Customer needs help finding the part
→ Step 6 (Non-Technical)
|
2
Identify Issue Type & Machine Family
Two factors determine who gets the ticket — use both together
Machine Complexity Tiers
|
Standard
M · R · A · E Series
Manual and automatic sealers — standard troubleshooting scope
|
Advanced
CSF · CSD · CSEG · CSEGA
Multi-station servo machines — electrical and programming expertise required
|
High Complexity
CSS
Servo random sidedrive — Kevin, Sean, or Kalpesh only
|
When issue type and machine family point to different people, use the more restrictive rule. Higher complexity always takes priority over issue type.
3
Apply the Assignment Matrix
Match issue type and machine family — assign in order of preference
By Issue Type
| Issue Type | Assign In This Order |
|---|---|
| General Mechanical / Simple Fault | Jordan Service Tech → Kevin Controls Eng → Sean Electrical Eng → Ezechiel Mechanical Eng |
| Electrical (sensors, motors, wiring) | Kevin Controls Eng → Sean Electrical Eng → Allison Eng Manager → Kalpesh |
| Programming / PLC / Sequence | Kevin Controls Eng → Sean Electrical Eng → Allison Eng Manager → Kalpesh |
| Remote HMI / PLC Diagnostics | Kevin Controls Eng → Sean Electrical Eng → Allison Eng Manager → Kalpesh |
By Machine Family
| Machine | Tier | Assign In This Order |
|---|---|---|
| M · R · A · E Series | Standard | Jordan→ Kevin→ Sean→ Allison |
| CSF · CSD · CSEG · CSEGA | Advanced | Kevin→ Sean→ Allison→ Kalpesh |
| CSS | High Complexity | Kevin→ Sean→ Kalpesh |
4
CSS Machine — Special Handling
High-complexity machines follow a specific decision path before assignment
CSS Servo Random Sidedrive
HIGH COMPLEXITY
Follow this path in order — do not skip steps
| Kevin (Controls Eng) or Sean (Electrical Eng) available | Assign immediately |
| Neither Kevin nor Sean available | Inform customer — advanced support pending, set timeline expectation |
| Remote access is available | Attempt remote diagnostics before scheduling onsite |
| No remote access | Request customer to have onsite person available for remote-assisted diagnostics |
| Remote + onsite both unavailable | Schedule onsite service visit through CP06 |
| External support needed | Coordinate with PLC Paramedics |
"Hi [Customer], after reviewing your case with our technical team, the CSS machine requires advanced troubleshooting support. Because of the machine's complexity, we will either need remote system access or someone onsite to assist with diagnostics. If neither option is available, the next step will be scheduling onsite support through BestPack or PLC Paramedics."
5
Assign in Zendesk
Set all ticket fields correctly — for Technical Issue tickets
1
Set Assignee to the correct named person
2
Set Form to Tech Support
3
Confirm Priority is set (from CP01)
4
Set ticket status to Open
If waiting on another internal team before work can begin, set status to Pending Team Response and tag the relevant team in an internal note. Never leave a ticket in Open with no action or note.
6
Non-Technical Routing
Parts, service, and quote requests go directly to the right team — never to a technician
| Request Type | Form | Assign To |
|---|---|---|
| Part Quote Request | Tech Support | Customer Service group |
| Part Number Identification | Tech Support | Customer Service group |
| Parts + Service combined | Service | Mary Tech Support Admin — backup: Jordan (Service Tech) |
| NC Tape Head — all inquiries | Tech Support | Ezechiel Mechanical Eng — backup: Allison (Eng Manager) |
| Service Scheduling Request | Service | Mary Tech Support Admin — backup: Jordan (Service Tech) |
| Engineering Quote / Redline | Tech Support | Allison Eng Manager / Ezechiel (Mechanical Eng) / Sean (Electrical Eng) |
What Good Looks Like
- Every ticket has a named assignee — no ticket sitting unassigned
- Machine complexity is respected — CSS never goes to Jordan
- CSS tickets missing the right specialist have a documented customer communication
- Routing matches request type — not just who is available first
- Parts and service requests go directly to the right team — never to a technician
- Pending Team Response used when waiting on internal coordination — never Open with no note
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