akoyaGO Process - Support Case Ownership and Completion for Additional Teams
Prerequisites:
- Review related Knowledge Articles for SOPs, triage, and case management
This article outlines the policy and procedures for "support" case ownership, triage, collaboration, and completion within akoyaGO. It ensures clear accountability, adherence to SOPs, and efficient cross-team collaboration.
Table of Contents:
Support Case Ownership
Support Representatives are the designated owners of all support cases.
Ownership responsibilities include:
- End-to-end case management
- Client communication and follow-up
- Troubleshooting and resolution validation
- Documentation and accurate case form tracking
- Time entry tracking
Support Representatives are expected to actively manage their assigned cases using system views and dashboards to maintain visibility and progress.
The Manager of Support Services and Director of Client Services:
- Serve as the first point of triage and support during high-volume periods
- May temporarily own support cases to stabilize queue performance
- Are not intended to maintain long-term ownership of cases
Cases triaged or temporarily owned by leadership should be reassigned to Support Representatives for execution and completion whenever possible.
Team members outside of Support Tier I, II, and III must not own Support cases unless all of the following are true:
- They are actively resolving the case
- They are able to complete the case independently
- They adhere fully to Support SOP expectations, including:
- Daily client communication standards
- Case fields and updates
- Accurate time tracking (15-minute increments)
- Fully documented resolution and case prevention
- Validation of provided resolution with External Documentation (providing the client the verbiage from Knowledge Articles), or validation from Product/Leadership
- Documentation of AI inaccuracies
Collaboration & Communication Standards
If a Support Representative owns a case and additional contributors are involved, a connected Teams chat must be created immediately to:
- Maintain visibility across contributors
- Prevent duplicate work
- Ensure alignment on troubleshooting steps
- Track ownership of next actions
This aligns with expectations for prompt communication and teamwork.
In terms of cross-team collaboration and communication with clients for a support case that is not owned by the support team, the following Knowledge Articles can be referenced:
Case Intake and Information Gathering
Per akoyaGO Process – Gathering Additional Details for a Case, all case owners must:
- Ensure sufficient detail is collected before troubleshooting
- Request clarifying information when necessary
- Offer a meeting to review the case resolution/details
Before beginning the troubleshooting process or requesting assistance internally, capture:
- Screenshots
- Error messages
- Reproduction steps
- Impacted records or users
This aligns with internal expectations to:
- Improve case quality
- Reduce back-and-forth communication
- Accelerate resolution timelines
Case Completion Requirements
Before resolving any case, the assigned owner must complete the following:
Resolution Validation
- Confirm solution accuracy with existing documentation/product team
- Ensure alignment with client configuration
Supporting Information
- Provide screenshots
- Include Tangos or structured steps (when applicable)
- Deliver clear, client-ready communication
Documentation and Continuous Improvement
- Submit Documentation Requests for gaps in Knowledge Articles for Approved Resolutions
- Submit Product Suggestions when applicable for prevention of a Support Case
- Capture resolution details on case for future case prevention
Case Standards
Related Knowledge Articles:
