Self Serve Quiz

When can you Escalate a Ticket To GTPS?

• Never, GTPS does not participate in the Self-Servfe Platform

• For R&D research

• If ticket is handled by GTPS (ex: disabling 2SV)

• It's the obvious next step

What is one of the DOs mentioned for handling tickets?

• Do not collaborate with internal agents

• Ignore the ticket requester

• Provide information from Business Help Centre

• Do not summarize cases clearly

Who should the ticket be assigned back to when more information is needed?

• Internal agents

• Business Help Centre

• Self-Serve platform

• External clients

What should you NOT do when handling tickets according to the text?

• Change the P level or category of the ticket

• Select Question Type and Product Insight Tag

• Add or send internal commdocs

• Provide information about internal incident processes

Which ticket should you reply to first?

• P0 Self-Serve Ticket

• P2 Business Support Ticket

• Respond to a P1 TikTok Internal Platform Ticket

• P3 Self-serve ticket

• TikTok Internal Tickets should be given the max priority

What do you do if an agent re-assigns a ticket back to you?

• Answer the ticket

• Close the ticket

• Send the ticket back and ask to use proper nodes

• Escalate to Global