MediaMint Ticket Handling and Site Comments Process

At MediaMint, proper ticket management is crucial to handling client requests and completing site edits efficiently. This guide outlines the essential steps for assigning tickets, escalating unresolved tasks, and using site comments to ensure timely collaboration between agents and designers.

1. Ticket Assignment (Round-Robin)

All incoming tickets are distributed equally among the four MediaMint agents using a round-robin assignment system. This method ensures that each agent receives an equal share of tickets to handle.

2. Completing Client Requests

MediaMint agents are responsible for working on as many client-requested edits as possible. Once all edits are completed, the agent can resolve the ticket. However, if some tasks cannot be addressed, the ticket will need to be escalated to a designer.

3. Handing Off to a Designer

If edits remain that MediaMint cannot complete, the ticket should be passed to a designer. Here’s how to do that:

Steps:

• Tag the ticket with “Shared Edit” to indicate it requires designer input.
• Change the Assignee to the appropriate designer based on internal guidelines.
• Add a Private Note detailing any outstanding edits or relevant information for the designer.

4. Finding the Original Designer

To ensure the ticket is properly assigned to the correct person, it’s essential to locate the original designer. This can be found in the Child Ticket associated with the redesign.

Steps:

• Open the “Non-Live Design Website Build” child ticket.
• Look for the original designer’s name in the Agent field.

Designer Assignment Guidelines:

• If the original designer is Ninad, Harsha, or Jayakrishna, assign the ticket to Anne Donnell.

Conclusion:

By following the outlined process, MediaMint agents can efficiently manage site edits and ticket handling. Properly escalating tickets to designers, using tags and private notes, and ensuring clear communication will lead to smoother collaboration and quicker resolution of client requests