Respond to automated tickets needing your attention

Modified on Fri, 22 Aug at 2:30 AM

Not all automated tickets result in an immediate resolution. Often, there are additional steps that need to be completed in order for the issues to be resolved with the retailer. A couple examples of this include

Suppressions that are the result of compliance issues --> additional compliance documentation will need to be submitted
Content fixes that are blocked to do Amazon's content requirements (too many characters, special characters, etc.) --> the SOT must be updated and the file must be resugmitted

In order to catch all of these issues, you can access the Automations & Impact dashbaord.

1. Navigate to Automations and Impact located on the sidebar to view the full ticket log and automations results.

2. Choose the Automation Type you’d like to review by clicking on its card.

3. Filter down to the tickets that require attention by clicking on “View Details” next to “Needs your Attention” in the Open Cases as of Today widget.

4. Review open tickets and take any appropriate action or respond to the ticket by clicking on CaseID link.

Repeat offenders

Periodically, every 30 days or so, you may want to review the automations and impact dashboard to check for items that are seeing repeat issues. Often there will be specific products that are being suppressed or where variation tickets will not be resolved. In these scenarios, you will want to work with your vendor manager to find a long term solution.