SOP: Trust and Safety/Community

Please find the Sop of TNS and Community ticket below

https://docs.google.com/document/d/1Twhuj1pyBEvlAH3TcjYmjlClx6PCOQjuggVeILVnnVE/edit?tab=t.0

TAT for Tns and community is 15 min . Agents need to create the tickets by themselves.

We will park the community cases for 72hrs and TnS cases for 24hrs after informing the customer .

We will refer and close the trust and safety cases after the respective team has closed their tickets . In case community or Tns is closed on CNR we will not refer and close. We will follow CNR process.

Note -- We need to handle those cases where community team and Trust and safety team has mentioned that escalation team need to work.

Handling Health-Related Issues:

Ø  If the customer raises a concern related to a health issue, a TNS ticket will be created. If the customer reopens the case to report the same issue, the TNS ticket will be reopened without any oversight.