Desk Tickets Process

Desk Tickets Process

Latest update: 10/6/2025 - (please check yellow highlights for the latest update)

Overview: This article outlines the process and steps for managing Unassigned Open Tickets in Desk to support our Deal Owners and to help move the claims faster:


Contents:

  1. Handling Unassigned Open Desk Tickets (Admin/Jr AM) ***If you are not part of the GGR team, follow these steps - this applies for GGR claims and non GGR claims.

  1. Handling Desk Tickets (GGR Team) ***If you are with the GGR team, follow these steps for GGR claims only. For non-GGR claims, follow the steps outlined in "Handling Unassigned Open Desk Tickets (Admin/Jr AM)"
    1. Ticket but no Revised Estimate
    2. Ticket with Revised Estimate For GGR Claims

  1. RF Desk Tickets on Estimate Approval (Client Approving stage)
  2. Additional Notes ***Applies for for Admin/Jr AM and GGR Team

Please check the Document here: Desk Tickets Process
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