Friendly Reminder: Transferring Tickets to Support

Just wanting to send out a reminder on the Transferring Tickets to Support Knowledge Article. Specifically around the use of Support AU.

Support AU should not be selected for every ticket transfer.
This option is only to be used when action from the AU team specifically is required – for example:

• An outbound call to a customer in the AU time zone
• A Stripe payment requiring AU handling

If AU-specific action is not required, please select Support instead.

• Support routes the ticket to the entire Support cohort (AU, EU, and ATI), ensuring the next available agent can pick it up.
• This allows us to work through interactions far more efficiently and avoid bottlenecks in one region.

Quick Reference:

• Support – Use when no specific time zone action is required and no outbound call to customer is needed.
• Support AU – Use only when outbound call or AU-specific Stripe payment is required.
• Support EU – Use for action or monitoring overnight or when EU time zone contact is more suitable.
• Support ATI – Use for ATI tasks (note: ATI cannot make outbound calls or handle non-secure payments).

Any dramas, please touch base with your TL. 

📧 This was also communicated via email on 12th August 2025, titled "IMPORTANT Reminder – Transfers to Support" sent by Riley L (Customer Experience Operations Leader).