SOP: Trust and Safety/Community

Please find the Sop of the TNS and Community ticket below

https://docs.google.com/document/d/1Twhuj1pyBEvlAH3TcjYmjlClx6PCOQjuggVeILVnnVE/edit?tab=t.0

TAT for TNS and community is 15 min. Agents need to create the tickets by themselves.

We will park the community cases for 72hrs and TNS cases for 24hrs after informing the customer.

We will refer and close the trust and safety cases after the respective team has closed their tickets. In case the community or TNS is closed on CNR we will not refer and close. We will follow the CNR process.

Note -- We need to handle those cases where the community team and the Trust and safety team have mentioned that the escalation team needs to work.

Handling Health-Related Issues:

Ø  If the customer raises a concern related to a health issue, a TNS ticket will be created. If the customer reopens the case to report the same issue, the TNS ticket will be reopened without any oversight.