Route high-value account issues to the right owner

New tickets in a queue look much the same as each other. Whether one of them comes from an account that renews next month, or from a customer who has already raised two problems this quarter, is not visible anywhere in the ticket.

Ask your agent to match each ticket to its account and open a check-in for the success manager when renewal is close.

What the agent starts with

The work spans two boards in Timestripe. Queue on the Support board holds the new tickets. The Accounts board holds one card per customer, with their seats, annual value, renewal date and success manager.

The ticket that matters in this queue is a polite one in the middle of the list. It reports a small problem, it is written pleasantly, and it comes from an account that renews in five weeks and has already been in touch twice this month. Nothing about the ticket itself suggests any of that.

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The prompt

The new tickets are in Queue on the "Support" board in Timestripe. The "Accounts" board has one card per customer, with their seats, annual value, renewal date and success manager.

Go through the queue and match each ticket to its account — the customer name is in the ticket title.

Flag a ticket only if the account renews within the next 60 days and either is worth more than £15,000 a year or has raised two or more issues this quarter. Judge nothing by the tone of the ticket; the ones that matter are usually the polite ones.

For each ticket you flag, create a goal in Follow-ups on the "Accounts" board, named "Check in — [account]", dated today and assigned to that account's success manager. In it: what the ticket says, the renewal date, and the account's other issues this quarter.

Tell me which tickets you did not flag and why, in your reply rather than on the board.

Don't reply to the customer, don't change the ticket, and don't tell support to treat it differently.

The threshold is written as a rule rather than left to judgement, and it deliberately excludes tone. An agent asked to find urgent tickets will find the annoyed ones, which is the opposite of what this is for.

What comes back

One ticket out of the queue is flagged, the polite one in the middle of the list. It becomes a goal in Follow-ups on the Accounts board, dated today and assigned to that account's success manager, holding what the ticket says, the renewal five weeks out and the account's two other issues this quarter. The rest come back in the reply with the reason each was left alone, so the board only holds work somebody has to do.

The ticket itself is untouched. Support handles it in the normal way and on the normal timeline, and the check-in is a separate conversation with a different person.

September 8