This is a workflow chart I created to represent the revised practice of Theme Support's "Direct to Merchant" responses when handling escalated tickets. It was noted that Guru involvement in all instances of a Merchant's experience was not necessary at an escalated level. In fact, it was extremely inefficient for both the Guru and the Merchant as it extended the turnaround time, and also presented a series of extra variables which served to complicate the workflow. An example of this would be if the merchant had additional technical questions regarding their theme or additional requests for the Theme Support representative.
This chart demonstrates when and for what purpose is it appropriate to return a ticket to the Guru (ie. a learning experience) or when it is preferred to solve the ticket from the Theme Support queue.
This chart was revised numerous times and was submitted for feedback to the entire Theme Support team. It was drafted in Photoshop. A full-scale version can be viewed here.
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