Satcop Ticket Working System

How every ticket is handled, from 1 October 2026. Written for every agent, team lead and department head.

1. The idea in one line

Every ticket gets a quick, useful reply, a clear time limit and an honest reason if it is late. If you have a genuine reason and write it properly, you will not be escalated.

2. Words you need to know

3. Priority

For a P1, call your team lead at once. Don't wait for an email.

4. The life of a ticket, step by step

1. Pick it up. Every new ticket must have an owner. If it is not yours, assign it to the right person straight away. Unassigned tickets go to the team lead.
2. Reply properly. Your first reply must either ask the customer for the missing detail or say what you have done. "We are working on it, 24 to 48 hours" alone does not count as a reply.
3. Set the right Issue Type / Help Topic. Do this at the first reply. No ticket should stay as "Other" or "Unclear". The Issue Types Excel lists every type.
4. Work on it. Try the remote fix first (reset, command, data update). If a visit is needed, book it the same day.
5. If you are blocked, add an EXT note before the time limit runs out (see section 6). Write the reason, proof and the date you will act again.
6. On the EXT date, update the ticket. Fix it, or add a new EXT note with fresh proof (this counts as another extension).
7. When the work is done, write a short resolution note (what was wrong, what you did) and set the ticket to Resolved. Do not set it to Closed.
8. Audit closes it. Prashant's Ticket Audit team checks and closes Resolved tickets within 24 working hours. If they haven't, your team lead or manager can close it.

5. Time limits by issue type

The clock counts only working hours. 'Time limit' is when it should be fixed. 'Breach' is the last point before it goes up to seniors. Waiting time with a valid EXT note is not counted.

• Add a student / route shift: same day if received before 2 PM, otherwise before the next morning trip.
• GPS offline: remote check within 4 hours; field visit within 2 working days (3 for outstation).
• WhatsApp "Hi" messages: reply within 30 minutes in Smart Bus hours. Ask the bus number, the student's name and what is wrong. If the parent doesn't answer after 2 chases in 24 hours, close it.

6. When you need more time: the EXT note

Add an internal note in Faveo, in this exact format, before the time limit runs out:

Every EXT note needs three things:

• Reason: one of the valid reasons below.
• Proof: something anyone can check, such as a vehicle number, a name and phone number, an AWB number or who has to approve.
• Till: the date you will act on it again. This must be within the extra time allowed for that reason.

If your note has a valid reason, proof and a date within the allowed time, the ticket is not flagged and not escalated.

7. Valid reasons, extra time and the proof you must write

Customer not responding: chase on day 0, day 1 and day 3 (call plus WhatsApp or mail each time), and write the time and number each time. Then close with "reply anytime to reopen". For WhatsApp parents, close 24 hours after 2 chases with no reply.

Saturday: Saturday is a working day for us. "School closed on Saturday" is accepted only if you write who at the school confirmed it.

Third extension: once a reason reaches its maximum, only your team lead can approve more time. They write the approval as an internal note.

8. Example EXT notes you can copy

These are made-up examples to show the format. Put the real details of your ticket.

9. Not accepted as reasons

10. How the daily check works

A system called the Ticket Head reads every open ticket in Faveo every working day at 11:47 AM. It sends private emails; nobody else sees your list.

A ticket is flagged only if one of these is true:

• It is past its time limit and has no EXT note.
• The EXT note has no proof.
• The 'Till' date has passed and nothing was updated.
• The 'Till' date is longer than that reason allows.
• The reason has been used more times than allowed, or the total cap is reached.
• The reason is one of the 'not accepted' ones.
• The Issue Type is still 'Other' or wrong.

If a flagged ticket is not fixed or properly justified, it goes up one step each working day:

Once the ticket is fixed or has a proper EXT note, it drops off the list automatically the next day.

11. Resolved tickets and the audit

Sundays and company holidays are not counted. If a customer says the same issue is back within 7 days, the ticket is reopened and counts against the original fix.

12. Your daily checklist

1. Start of the day: open your ticket list and read the Ticket Head email if you got one.
2. Reply to every new ticket within its first-reply time, and set the right Issue Type.
3. Check every ticket whose 'Till' date is today. Fix it or add a fresh EXT note.
4. Before you leave: every open ticket has either been worked on today or has a valid EXT note.
5. Set finished work to Resolved with a clear note.

13. For team leads and department heads

• Check your team's list every morning. Reassign tickets when someone is on leave or busy.
• Approve or reject 3rd extensions in writing, as an internal note on the ticket.
• When you get an escalation email, act the same day: reassign, approve a genuine extension, or get it fixed.
• Close Resolved tickets that audit has not closed in 24 working hours.

14. Common questions

Files for reference: the full SLA plan, the Issue Types list and the Categories list were sent to you on 30 September.

Ticket Head, Satcop Hub, on behalf of Viren