Hey Text Blaze community! 
One of the biggest issues that impact customer experience is misrouting.
Misrouting is when a customer issue goes to the wrong team or individual. A misrouted ticket often means the customer will have to wait longer for a response as the ticket needs to be reassigned, or even worse, they may receive an incorrect or irrelevant solution.
Think about it from the customer's POV, nothing is more frustrating than contacting customer support and not having your issue handled effectively.
Ultimately, misroutes happen often because of a lack of systems and procedures in place.
With Text Blaze's SOP template, you can streamline team decision-making and ensure you get the right message every time.
Check out the example snippet below to learn how you can use Text Blaze to create SOPs & decision trees.
{note}This snippet is for triaging a request and ensuring that the request lands with the correct subteam that can address the issue.
What is the nature of the request? {formmenu: ; functionality question; pricing question; billing issue; compliance matters; name=type}{if: type="functionality question"}
What product area is the question about? {formmenu: ; end-user product; API product; administrative features; integrations; name=productareas}{if: type="functionality question" and (productareas="end-user product" or productareas="administrative features")}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{elseif: type="functionality question" and productareas="API product"}
Is this a question about what the API product can do and/or how it works, or does the customer need troubleshooting of their API product's setup? {formmenu: ; API functionality question; API troubleshooting; name=APIissue}{if: APIissue="API functionality question"}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{elseif: APIissue="API troubleshooting"}
{error: Escalate this issue to the API Support team by placing it in their ticket queue.}{endif}{elseif: type="functionality question" and productareas="integrations"}
{error: This request should be fielded by the Technical Support team. Escalate the issue to them by placing it in their ticket queue.}{endif}{elseif: type="pricing question"}
What type of pricing question is this? {formmenu: ; general question; downgrade request; upgrade request; name=pricingq}{if: type="pricing question" and (pricingq="downgrade request" or pricingq="upgrade request")}
{error: Send this request to the customer's Customer Success Manager. Look them up in Salesforce to see who that is, and add them as a CC to the ticket.}{elseif: type="pricing question" and pricingq="general question"}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{endif}{elseif: type="billing issue"}
What is the billing issue the customer is reporting? {formmenu: ; refund request; overbilled; change payment method; explanation of charges; cancelation request; name=billingq}{if: type="billing issue" and billingq="refund request"}
How much would the refund be if approved? {formtext: default=0; name=refundamount}{if: refundamount<500}
{error: You can approve this refund at your discretion.}{elseif: refundamount>=500}
{error: A refund over $500 requires approval from your team lead. Seek that approval before messaging anything to the customer.}{endif}{elseif: type="billing issue" and (billingq="overbilled" or billingq="change payment method")}
{error: Assign this request to the finance team by placing it in their ticket queue.}{elseif: type="billing issue" and (billingq="explanation of charges" or billingq="cancelation request")}
{error: This request can be handled by the Tier 1 Customer Support team. If you need assistance with the issue, ask your team lead.}{endif}{elseif: type="compliance matters"}
{error: Assign this request to the security and legal team by placing it in their ticket queue.}{endif}{endnote}
Check out our SOP gallery section for more SOP templates.
If you have any questions or there's a template you need help creating, let us know! We're happy to help!