Using Monday.com for Escalated Issues

Introduction

Some guest issues need to be escalated to another group. The Monday.com board helps manage these escalations.

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Accessing the Monday.com Board

1. Get Access: Contact your team lead if you need access.
2. Sidebar Settings:
   
   • Hover over the board title, click the ellipses (three dots), and select "Add to favorites."
   • Hide/view the sidebar by clicking the circle with an arrow.

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Using Board Tabs

Add Tabs to Favorites:

• Click “More” on the right of the tabs.
• Search for or click the tab you want.
• Hover over the tab name, click the ellipses, and select "Add to my favorites."

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Resolving an Escalated Issue

1. Sign In: Access the Monday.com board.
2. Take Ownership:
   
   • Click the board title in the sidebar.
   • In the Main Table, find the New Escalations group.
   • Click in the Owner column and select your name.
3. Change Status: Update the status to “In Process.”
4. Resolve or Escalate:
   
   • View the issue details and resolve it or escalate to Jira.
   • Message the guest with the resolution.
   • Add notes and change the status to "Closed."

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Responding to Escalated Issues

Follow best practices and use standard templates if available. Consult your leaders for guidance.

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Escalating Issues to Jira

1. Change Escalation Type: Select the appropriate Jira type.
2. Close in Monday.com: Close the issue.
3. Create Jira Ticket: Follow your leadership team’s instructions.

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Summary

Use the Monday.com board and Jira to manage and resolve escalated guest issues. Stay updated with guidance from your leadership team.

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