Before you get started with Appeals, an Admin will need to enable Appeals for your account.


How can I access an Appeal?

  • You can view an Appeal from the scorecard in the individual ticket by clicking "View Pending Appeal" beneath the question.

  • You can also view it by going to Tickets > Appeals, adding the relevant search filters, and viewing it from there.

To Learn more about the structure of an Appeal, take a look at how to create an Appeal.


How to approve or deny an Appeal:

First, if you're approving the Appeal, be sure to change the answer on the question. For example, if you gave an Agent a score of 4 and you're approving an Appeal, you may need to change the score to 5, as shown here:

NOTE: If you do not manually change the Agent's score, their grade in Maestro will remain the same. If you are denying the Appeal, there is no need to change the score.

Next, you'll need to actually approve or deny the Appeal:

  • Go into the Appealed question in the Maestro ticket and select "Approve" or "Deny," remembering to add any relevant comments.

  • Choose whether to send a notification to the Appealing Agent via email (or Slack, if you have a Slack integration).

  • Submit!

NOTES:

  • If the new answer changes the Agent's score, this will be reflected on the scorecard.

  • Changing an answer within Appeals will NOT change the Grader.

Who can approve or deny an Appeal?

  • Only the Appeal reviewer or an Admin can approve or deny an Appeal. 

  • If there was a user error made when choosing the Appeal reviewer, you will need to delete the old Appeal and have the Agent create a new one.

NOTE: Once the Appeal is approved or denied, the status changes at the top of the Appealed ticket, as well as in the Appeals table (under Tickets > Appeals):

How to delete an Appeal:

  • In the Appeals table (under Tickets > Appeals), check the box next to the relevant Appeal, then click the red "Delete" button at the top.

Who can delete an Appeal?

  • Anyone who has access to the Appeal in the Appeals page will be able to delete it.

To learn more about the Appeals workflow, checkout these other Help Center articles!

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