Satcop · Hub / Ticketing · 9 Sep 2026 IST · Proposal (not live until Viren OK)
Ticketing flow report
How mail & WhatsApp become tickets, who works them, and what we monitor — simple but complete.
Three doors
support@myschoolride.com = anyone with Smart Bus / MSR (incl. school transport)
support@satcop.com = other GPS — all depts except My School Ride
WhatsApp = parents only → Parents CRM
1. In one page
| Channel | Who should use it | Who owns the work |
|---|
support@myschoolride.com | Anyone with Smart Bus issue — parents, schools, school transport | My School Ride first (+ Field / Camera / Accounts if needed) |
support@satcop.com | Other GPS products & services | Every dept except My School Ride |
| WhatsApp | Parents only (for now) | Parents CRM under My School Ride |
Same P1–P4 clocks for all. Ownership changes by mailbox.
2. How mail comes in
2.1 Smart Bus — support@myschoolride.com
- Anyone with an MSR issue emails this address (parent, school, school transport team, etc.).
- Faveo creates an Email ticket and tags MSR lane.
- First park: My School Ride Support (triage, usually P3 until typed).
- Issue Type is set (auto + agent fix).
- Routes to team: Live Monitoring (GPS), Transport (route/geofence/holiday), Parents CRM (alert-style), MSR Support (students/login/other), Field / Camera / Accounts on handoff.
- Public reply stops first-response clock; work until close.
- Escalation = Zimyo 1st → 2nd → 3rd manager.
School transport uses this mail, not WhatsApp.
2.2 Other GPS — support@satcop.com
- Email creates ticket → tag Satcop GPS lane.
- First park: Ticket Audit (triage).
- Issue Type → Backend / Field / Camera / Accounts / etc. — never My School Ride teams.
- If clearly Smart Bus mis-sent → handoff to MSR lane (short pause) and ask them to use the MSR address next time.
2.3 WhatsApp — parents only
- Parent WA → Faveo ticket (often “Query raised from WhatsApp…”).
- Park as
Notification / app / WhatsApp alert on Parents CRM.
- First agent touch: reclassify to real Issue Type.
- School / transport / non-parent on WA → Ticket Audit + “please email
support@myschoolride.com”.
3. Flow diagram
Customer contacts
├─ support@myschoolride.com → MSR Support triage → Issue Type → MSR team / handoff
├─ support@satcop.com → Ticket Audit → Issue Type → non-MSR dept
└─ WhatsApp (parent) → Parents CRM → reclass → real type
Then: work on P1–P4 clocks → escalate L1–L4 (Zimyo) → close
4. Priority clocks
| P | When | First reply | Target | Breach |
|---|
| P1 | Safety / many units down | 15 min (24×7) | 4h | 8h |
| P2 | One bus/school blocked | 1h biz | 8h biz | 24h biz |
| P3 | Normal | 4h biz | 24h biz | 48h biz |
| P4 | Info / non-blocking | 8h biz | 5 biz days | 7 biz days |
Biz hours: Mon–Sat 09:00–19:00 IST. Early warn at ~70% of target. Stricter of Priority vs Issue-Type wins.
5. What we monitor
Daily
- Open tickets by mailbox / lane (MSR vs Satcop GPS vs WA)
- Open by department & team (team must not stay blank)
- First-response risk (~70% early warn)
- Resolve / breach board by P1–P4 (lane-split once mailbox tagged)
- WhatsApp “Notification” tickets not yet reclassed
- Misroutes (MSR team on Satcop mail, or MSR-only type on Satcop inbox)
- Open handoffs to Field / Camera / Accounts
Weekly quality
- Issue Type accuracy · WA reclass speed · non-parents on WA · escalation vs Zimyo · spam/HR excluded from SLA
Already running: Issue Type auto-classify · daily breach board. After your OK: mailbox tags, lane auto-assign, early-warn, lane digests.
6. Who does what
| Role | Does |
|---|
| MSR Support | First touch for Smart Bus mail |
| Parents CRM | Parent WhatsApp only |
| Live Monitoring | Smart Bus GPS / tracking |
| Transport | Routes, geofence, holidays, school transport ops |
| Field / Camera / Accounts | Handoffs when typed |
| Backend / IT | Non-MSR GPS / API / access |
| Ticket Audit | Satcop-inbox triage, misroutes, non-parent WA |
| Hub / Ticketing | Design, boards, apply only after OK |
7. Escalation
L1 agent → L2 (1st Zimyo manager) → L3 (2nd) → L4 (3rd / Hub → Viren).
P1: 15m → L2 · 1h → Ops · 4h → Viren. Satcop-lane escalates inside non-MSR dept only.
8. Examples
- Transport: “Bus 12 not updating” → MSR mail → GPS → Live Monitoring → P2
- Parent WA: “No pickup alert” → Parents CRM → reclass → P3
- Transport on WA: redirect to
support@myschoolride.com
- Other GPS login: Satcop mail → Backend → not MSR
- Billing: → Accounts; keep ticket open across handoff
Not live yet until you say OK: mailbox tagging, auto-park by inbox, lane auto-assign, P1–P4 in Faveo, WA parent-only guard.
Confirm: Satcop triage on Ticket Audit OK?
Also see: PROPOSED-sla-p1-p4-v1.md · PROPOSED-channel-routing-v1.md