How do you decide when a support ticket needs to go straight to your growth manager versus general support?

[anobruin]

Had an issue recently and wasn't sure which route would actually get it resolved faster. Curious if people have found one channel consistently more responsive than the other depending on what kind of problem it is, or if it genuinely doesn't matter which one you use first.

 

[DavGo]

general support for anything billing or technical, growth manager for anything strategy related like catalog decisions or ad performance questions. mixing those up just adds a middleman who has to forward it anyway

 

[omishap]

my growth manager has been faster for actual account specific stuff since she can see my store data directly. general support was faster for a generic "how does X feature work" question that didn't need my account info at all

 

[crookedlamp]

honestly tried both routes for the same type of issue once just to compare and got basically the same response time. might just depend on who's on shift that day more than which channel you pick

 

[FiveDollarFootlong_no]

if it's urgent and money related i go growth manager first every time, feels like it gets escalated faster than a general ticket sitting in a queue

 

[Splinter_Fox]

general support has been more consistent for me overall, growth manager is great for questions but not always fast for actual account issues since that's not really her main job

 

[DGFBan]

my rule now is basically urgency and money. anything where orders are actively failing or payments are stuck, straight to the growth manager, no queue. general support gets the "how do i configure this" type questions where waiting a day or two doesnt cost me anything. took one bad experience with a stuck payment issue sitting in a slow queue to figure that distinction out