Getting Started for Support Staff

This guide orients support staff in the GTEEX Revolution dealer portal (GTRV). You are the front door for customer issues — triaging Support Tickets, setting expectations, assigning Technician bench work, and knowing when to escalate to OEM or your Distributor.

What support staff do in GTRV#

Under Support (Manage tickets, service orders and warranty claims), your primary tab is Tickets. Core duties:

• Monitor the inbound queue on Support Tickets — header shows ticket count in the system.
• Triage by Priority, Status, and Origin channel.
• Reply in the Conversation thread and post Internal notes for the shop.
• Assign Assigned dealership and Technician when bench work is needed.
• Open Create service order when diagnosis requires shop time.

See Support Tickets for filters, columns, and detail tabs.

Step 1 — Sign in and open your queue#

1. 1

   Select your dealership

   Use Switch Account if you support multiple entities. The URL includes the active account id — bookmarks should point to the dealership you triage today.

2. 2

   Land on Support → Tickets

   Sidebar Support expands to Tickets, Service Orders, Warranty Claims, and Checklist Templates. Open Tickets first each shift.

3. 3

   Sort and filter

   Sort by Priority (Urgent first). Filter Status to Triage, Open, and Reopened. Use Search — Search by code or contact email — when a customer calls with a ticket code.

Support Tickets list sorted by Priority with Open status filter

Step 2 — Daily ticket flow#

A typical support shift follows this rhythm:

1. 1

   Clear Triage

   New tickets start in Triage. Read Description, confirm Contact email, Origin channel, and linked Drone if present. Set realistic Priority — reserve Urgent for grounded aircraft or stopped missions.

2. 2

   Assign ownership

   On Ticket details, set Assigned dealership first, then Technician (Select a dealership first until dealership is set). Use Assign to me when you also own bench work; otherwise pick the bench lead. Move Status to Open when ownership is clear.

3. 3

   Reply with expectations

   In Conversation, click Send a Message. State what you need next (photos, error screen, drop-off ETA) and your response window per dealership SLA. Keep the first reply short — customers under Urgent pressure need clarity, not essays.

4. 4

   Link or create service work

   If repair is needed, use Create service order on the Overview tab. Confirm the Support Ticket code in Create Service Order. The ticket then shows a linked service order; track Waiting Parts and In Progress under Support → Service Orders without duplicating customer updates.

5. 5

   Close the loop

   When the shop finishes, set ticket Status to Resolved, summarize the fix, and ask the customer to confirm. After acknowledgment, set Closed. The customer may see Rate Your Experience for CSAT.

Step 3 — SLAs by priority#

Quote the same windows your dealership posts internally. Typical targets:

Priority	Acknowledgment	Repair plan
Urgent	Same business day	Same- or next-day plan communicated in first reply
High	Within four hours	Plan within 24 hours
Normal	Next business day	Standard queue
Low	Scheduled window	Maintenance or how-to questions

Platform background timers enforce overdue handling — escalate to your manager when ack or resolve targets slip. For hands-on urgency practice, see Handle a Priority Ticket.

Step 4 — When to escalate#

Escalate beyond standard triage when:

Situation	Escalate to
Factory Blocked / Factory Block beyond your tier	Distributor or GTEEX — you cannot Release drone locally
Repeat failures on the same hardware across customers	OEM engineering via Internal note + Warranty service order
Warranty Claim batch Rejected needing rework	Technician per Filing Warranty Claims
Billing, access, or account-level dispute	Internal policy route — not a bench Service Order
Customer waiting on Waiting Parts past SLA	Update the ticket thread with the latest status

Practices that work:

1. Document findings in an Internal comment before escalating — Dealer Support vs Customer vs OEM Support labels keep threads readable.
2. Link an open Service Order with Warranty items when OEM review is needed.
3. Set ticket Type appropriately (Warranty Claim when structured OEM review applies).

Do not diagnose hardware in depth in public replies — confirm symptoms, assign Technician, and let the shop record Diagnosis verdict on the order.

Where to go from here#

• Support Tickets — filters, timeline, and permissions.
• Service Orders · Service order lifecycle
• Handle a Priority Ticket — end-to-end urgent walkthrough
• Handling Service Orders — what happens after you assign bench work