how to escalate the ticket
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new conversation. Respond within 1 hour to new messages on existing conversations. Change the stage of conversation to *awaiting customer response* as soon as you have responded.\n* In **Updates**, filter by **Type** > **Mentioned**. Respond to those updates first.\n* Create a ticket if you aren't able to resolve the conversation in 20 minutes. As soon as the ticket is opened, move it to the *escalate* stage. The owner of the ticket is the owner of the customer org where the conversation
Support best practices | Computer for Support Teams | DevRev
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ServiceCloud, etc.)\n  SRE 1 works with customer to get logs, context, etc. and appends to ticket\n  SRE 1 escalates to engineering on-call by creating an on-call in engineering work system (e.g JIRA)\n  Engineer 1 may not have access to support system as they are commonly licensed on a per-seat basis\n  Engineer 1 asks support to send over detail/context about ticket and customer and attach to on-call\n  Support sends or attaches detail to the on-call\n  Now, say another customer has the same
Why Silos Must be Busted
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([www.support.DevRev.ai](http://www.support.devrev.ai/))\n\nNOTE: Chat is our fastest response channel\n\n### 4. Incident communication Protocols:\n\n**DevRev Status Page**: <https://status.devrev.ai/>\n\nDevRev maintains a services status page that can be referenced for DevRev current status, updates, maintenance information, and performance incidents (current and past).\n\n### 5. Escalation:\n\nCustomers can directly escalate their own reported problem (ticket) from the DevRev Customer Portal
DevRev Service Level Agreement
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support ticket from a high-value opportunity comes in, an agent can analyze it, recognize the deal's importance, and suggest escalating the ticket's priority - an action you can approve with a single click.\n\nDevRev is different in three fundamental ways:\n\nFirst, most AI companies focus only on unstructured data: your documents and conversations. But DevRev is the only platform in the world today that combines your structured data \xe2\x80\x93 like your CRM, product backlogs, or support
DevRev Corp Narrative - for PLuG on website
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have been completed the stage transitions to *needs response* to bring to the customer experience engineer's attention. Upon review they may put the conversation back on *hold* to re-escalate the item. If the dependencies seem to be resolved the customer experience engineer responds to the customer and the stage transitions to *waiting on user*.\n\n**Closed**\n\n* *Resolved* (R)\n\n  The final target stage for conversations. It means that the customer's concerns which led to the conversation
Conversations | Computer for Support Teams | DevRev