Reassignment and escalation procedures !

Reassignment and escalation procedures from 1st Jan 2025 onwards:

- This article provides instructions on when, how, and to whom tickets should be reassigned or escalated within the Player Support system.

**Reassignment**

- **Definition**: Reassignment involves changing the ownership or location of a Helpshift ticket.

- **Process**: Tickets arrive in general queues by language. If agents cannot resolve a game-specific inquiry, they can reassign it to a relevant game queue.

- **Reassignment Options**:

  - To a bot for in-game tickets.

  - To a specific queue for email/webform tickets.

  - To another team member only if instructed by a Supervisor.

**Escalation**

- **Definition**: Escalation is necessary for tickets requiring expert intervention due to:

  - Lack of information in Player Support tools.

  - Restricted actions for agents.

  - Special training or knowledge required.

**Escalation Process**:

  1. Leave a Private Note summarising findings.

  2. Insert the appropriate escalation tag (e.g., `esc-procedure mandatory`, `esc-tools mandatory`, or `esc-uncertain`).

  3. Use the FAQ example for escalation communication.

  4. Reassign the ticket according to its type (in-game or email/webform).

**Escalation Topics**

- **Procedure-Related Escalations**: Required when the procedure mandates GM input or when agents lack permission to handle a case.

  - **Examples**: High-profile accounts, account recovery issues, GDPR requests, disputes regarding suspensions/bans.

- **Tools-Related Escalations**: Necessary when agents lack the tools to address a request.

  - **Examples**: Protected accounts needing conversion, GDPR data requests.

- **Uncertainty Escalations**: Used when agents cannot find guidelines for a case.

  - **Examples**: Lack of knowledge articles or other unresolved inquiries.

**Gameplay/Game-Specific Ticket Handling**

- Tickets related to gameplay issues require skilled agents. If unable to resolve, an agent may escalate or reassign to a game-specific queue.

- **General Rules**: 

  - If a ticket is from a general language queue, it should be reassigned to the relevant game queue.

  - If it’s from a game-specific queue, escalate directly to that game’s escalation queue.

**Trust & Safety Escalations**

- **Categories**: T&S team cases are split into High-Risk, Moderation, and Fair Play.

- **Escalation Methods**: Different methods are used depending on the case type, including high-risk reports and standard reassignment.