K-BID Internal Zendesk SOP

Ticket Ownership & Status Management

Core Principles (Non-Negotiable)

1. Every ticket must have one assigned owner.

2. All tickets must be assigned within 2 business hours.

3. Ownership does not disappear during escalation.

4. Customers must always receive acknowledgment if we are waiting internally.

5. Zendesk is an ownership system — not a shared inbox.

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Status Definitions

🟢 New

New ticket not yet assigned.

• Must be assigned within 2 business hours.

• New is not a working status.

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🔵 Open

Assigned and actively being worked.

• Exactly one owner.

• Owner is responsible for communication and progress.

• Collaboration does not change ownership.

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🟡 Pending

Waiting on customer (Affiliate or Bidder).

• Owner remains assigned.

• Follow up if customer does not respond.

• Pending is an active wait state, not a parking lot.

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🟣 On-Hold

Waiting on internal team (Dev, Accounting, Compliance, Leadership, etc.).

Before moving to On-Hold, the owner must:

1. Add an internal note including:

   • What we are waiting on

   • Who we are waiting on

   • Date requested

2. Tag the internal person or department.

3. Notify the customer that:

   • We’ve received the issue

   • We are reviewing internally

   • We will follow up

Ownership remains with the original assignee.

On-Hold does not mean silent.

🟣 Training (sub-status of On-hold)

• Used to document how a ticket was resolved for training and QA.

Before moving to Training:

1. Resolve the customer issue completely (no reply expected).

2. Add an internal note including:

   • Issue summary

   • Actions taken

   • Macro(s) used

   • Policy / article referenced (if applicable)

• Setting the status to Training moves the ticket to the Training view for review.

Reviewer:

1. Add feedback or questions via internal note.

2. Trainee responds in the same ticket if clarification is needed.

After review is complete:

1. Trainee sets the ticket to Solved.

• Ownership remains with the trainee.
• Training is not used for tickets waiting on a customer.

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⚫ Solved

Issue resolved and communicated.

• Must include resolution note.

• Customer must receive final response.

• Reopened tickets return to the assigned owner unless intentionally reassigned.

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Ticket Transfer Protocol

If ownership changes:

1. Add internal note documenting transfer.

2. Reassign to new owner.

3. Ensure customer communication continues.

No silent transfers.
At all times, one person owns the outcome.

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Internal Expectation

• If you are unsure who should own a ticket, assign it to yourself and escalate internally.

• It is better to communicate early than late.

• No ticket should sit unassigned or without movement.

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