[Eval] End of Discussion (EOD) procedure

When the player continues to contact us about the same case (could be either reopens or new tickets), the macro flow will eventually lead us to use End of Discussion.

Macro Flow

When a player reopens the original ticket or opens a new ticket regarding the same exact case, the most relevant Second Reply macro should be used. If a specific Second Reply macro does not exist for that issue, we should write a custom reply to the player that addresses all of their questions and complaints.

❗The issues, questions, or complaints that the player had need to be fully addressed and explained to the player. If there are open questions we haven’t answered yet, or the player misunderstood, we have to follow up with the appropriate response. EOD should only be used when there is nothing else we can say to the user.❗

Before using EOD

🚨End of Discussion should only be used when all questions and doubts are cleared, and we already addressed the topic of the ticket at least twice.

If the prior answers were customized enough that we've addressed everything well for the player, a custom answer before EOD is not needed. However, if the previous macros we used contained little to no personalization, we should write a custom reply for the player to properly explain exactly why this is our stance on the matter before going to EOD.

In cases where it's clear the player doesn't understand something, we should not simply follow the macro flow. In some cases, just explaining something in your own words for the player will solve the issue positively for them.

We always want players to be on the same page as us, and receive all the information they need. To make this easier for you, please use Internal Note EOD as a checklist for yourself, to see if we truly addressed the player's case fully.

EOD Approval for Agents

When you believe a ticket should receive EOD next, please fill out Internal Note EOD to explain why, and use the "▶ End of Discussion Request" workflow in the #support-all-ticket-requests channel.

Here are a few examples of things that could be written under the reason category:

• no confusion, just unhappy with our response 
• no confusion, just wants comp 
• unclear if they understood based on their message, will reiterate what the previous agent wrote one more time in different words
• our previous response was missing information - purchased items
• only 2 out of 3 issues were addressed previously

If the TL/SM agrees with the agent, they should leave a short internal note on the ticket saying “EOD approved” (or EOD Lite approved).

📢❗🚨Please keep in mind: 

End of Discussion always needs to be personalized and have free-handed text (not copied and pasted from macros), customized to the player’s unique case. 

It is the last time we will address their issue, so we want to make it clear that we have thoroughly looked at their case, and are not simply providing a generic response.

Already received EOD for the same case before

If the player already received the full EOD macro for this same case before (not EOD Lite), the agent should fill out Internal Note (EOD Repeated), then use the "▶ End of Discussion Request" workflow in the #support-all-ticket-requests channel, requesting approval to send the End of Discussion Repeated macro. 

When using End of Discussion Repeated:

• We do not make any edits to EOD Repeated unless absolutely necessary. In most cases, we will send the macro as is, without any personalization at all. The player needs to understand that this case is now fully closed.
• If the player is a VIP/Whale, submit as Solved. The ticket will be closed.
• If the player is not a VIP/Whale, submit as On Hold.
• Make sure that your Internal Note has all of the relevant information.
• Escalate on #support-all-ticket-requests for spam.

EOD Approval for Team Leaders and Shift Managers

If the TL/SM agrees with the agent, they should leave a short internal note on the ticket saying “EOD approved” (or EOD Lite approved, or EOD Repeated approved, or silent solve approved).

Things to consider when approving EOD

1. The TL/SM needs to verify if the issue was fully addressed and explained to the player.
2. If there are open questions or the player misunderstands, we follow up with the appropriate response.
3. If there are no new questions, and they are just unhappy, we need to make sure there is nothing else we can say to the user before using End of Discussion, which will close the ticket.
4. If any new tickets get opened regarding the same case after a Second Reply or one of the EOD macros, agents should escalate them using the "▶ End of Discussion Request" workflow.
5. If the player continues to open tickets regarding the same case, we will continue using End of Discussion Repeated.

If the player gives a sarcastic answer or a very short response, and the full EOD macro feels unnecessary because it would be a disproportionate response, please use the End of Discussion (EOD) Lite - Short Version macro. The full investigation still needs to be done beforehand, to know if we missed any issues, or if the ticket was handled correctly. EOD Lite will not close the ticket.

Consider if silent solving the ticket would be a better experience for the player. Some players' messages show they're expecting a response from us, some just want to have the last word. Leave an internal note in the ticket that mentions silent solving is the best decision instead of using EOD Lite.

End of Discussion Repeated does not require any personalization for QA purposes. We want to send the macro without edits, so the player understands we will not acknowledge the matter at all anymore.

⚠️Use personal judgment to inform the agent they need to make an exception if it is a sensitive ticket. Instruct them to personalize only if absolutely necessary.