Process for Rekey Tips Tickets Creation and Escalation

Proper steps to take to create processing tickets for reconciliations and when to escalate

All Reconciliation tickets will be created and handled by the Support Team and will be handled in the Payment Processing Pipeline. Once all steps in KB article have been completed ticket will be escalated to certified processing specialist for actual date entry steps of rekeying process

Creating a Rekeying  Ticket in Hubspot:

1. Create a Hubspot ticket in your name
2. Use the Following Payment Processing Call Drivers
   
   1. Ticket Category- Payment Processing

   2.  Payment Processing Issue Reported- Rekeying tips

   3. Troubleshooting- Collected Necessary Documentation, Copilot ticket created (if direct), Contacted venues processor (if indirect), Entered Rekeyed Tips (when finished)
      1. A new category will then appear in bottom left

1. 1. Payment Processing Category- Rekeying Tips
   2. Impacted Date Range- Choose appropriate days

   3. Link to Google Sheet- add Google sheet created (also add as note in ticket)

   4. Link to Copilot Ticket- Add Copilot ticket link if direct (also add as not in ticket). If venue is indirect type in N/A- Indirect
2. Move Ticket to the Payment Processing Pipeline
3. Follow steps in KB Articles:
   1. ReKeying Missed Tips (Indirect Venues)
   2. ReKeying Missed Tips (Direct Venues)
      
      
4. After completion of all steps in KB and confirmation from certified processing agent ticket will be transferred into their name for completion