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L2 Ticket Conversion Scenarios UC

Scenarios For ticket conversion to L2 (technical) team:


1. Issue not solved in revisit - 

Customer reopened the ticket(within 10 days) or was under follow-up.


Ex- Customer created a ticket for water leakage , we created a revisit and the ticket was closed but later customer reopened the case for the same issue or for different issue. These types of cases need to be converted to L2 tickets after informing the customer . In case customer reopening a case for any kind of query then these cases need to be handled by L1 team only


2. Customer not convinced for revisit and only wants replacement/return.

Cases where customer is denying to take revisit and she/he is adamant for return or replacement only



3. Address change/merge cases - 

Revisit/installation required on a different address then what is mentioned. Or for any other reason if new booking is required.

Ex - Customer shifted to a different address , 2 address got merged 


4. IOT issue - 

  1. Connectivity - L1 team needs to guide the basic troubleshooting even after that if issue is not resolved then we will convert the ticket to L2 

  2. Incorrect data (water consumption/filter life) - Create a revisit and convert the ticket.

  3. TDS difference in app vs TDS meter - Explain customer the reason, if not convinced convert 


5. Any ticket pending for >5 days -


IF any ticket is pending for more than 5 days without any resolution then it need to converted to 5 days


6.Issue not solved in Revisit after partner’s visit. 

  1. Partner not able to fix 

  2. Spare part required and partner don't have it 

  3. Partner will visit again with spare parts

  4. Partner ordered spares 

  5. Auditors ordered the spare parts

  6. No clarity on spare.


Response to customers while converting: 


To ensure you receive the best possible technical assistance, we are escalating your issue to our Technical Expert Team. They specialize in handling specific technical issues and will be able to provide you with the guidance you need.


You can expect a call back within next one hour ( take preferred time from customer if any)


TAT for callback from L2 team is one hour 


Tickets converted to L2 after 8 PM , TAT will be next day before 12 PM.