A dedicated Flagged Tickets View has been implemented in Zendesk to monitor cases flagged by Customer Service representatives.
A flagged ticket occurs when our customer service agents mark a case where a seller is violating our contractual rules related to customer service case handling (e.g. return received on 10/04 and still no refund issued on 25/04), negatively impacting the customer experience.
In addition to having the ticket in the case reporting view, you will also receive an external email from the Seller Performance team (outside the Zendesk ticketing tool) regarding the specific Customer Service case. For some scenarios, these emails are sent automatically and already include a deadline for case resolution. In other cases, the emails are sent manually by the Seller Performance team.
Flagged tickets currently do not impact your SPR. However, please note that reported cases are often associated with urgent issues and dissatisfied customers, which may still influence your Urgent and Customer Satisfaction (CSAT) scores. Therefore, it is essential to consistently adhere to our established guidelines for handling Customer Service cases.