Dealer Studio & Gumtree Group – Support Process Guide

Overview

This guide outlines the agreed support process between Dealer Studio (DS) and Gumtree Group (GG), including communication channels, escalation paths, ticket requirements, and expectations for reporting and collaboration

Communication Channels

Slack:  Support Channel

Slack is used as a secondary system for quick turnaround on support items.

Rules & Expectations:

• A support ticket must be created before raising an issue in Slack on the Autotrader Support Tickets Dashboard

• When raising an issue in Slack, always reference the ticket number (optional: include dealer name).

• Slack is used for clarification, urgency, or coordination, not as a replacement for the ticketing system.

Escalation Points

• Dealer Studio Escalation: Tom (Head of support)

• Gumtree Group Escalation: Chris (Customer Experience Manager)

Contact Sharing:

• Tom’s contact number has been provided to Chris.

• Chris’s contact number has been provided to Tom.

Meetings & Reporting

• Weekly meetings are held to discuss outstanding issues, escalations, and progress.

• Reporting on tickets can be provided weekly, monthly, or at another agreed cadence.

Support Tickets (Dealer Studio System)

Support tickets are created in the Autotrader Support Dashboard  and form the primary source of truth for tracking issues.

Required Ticket Details

(To be confirmed with the DS team)

• AT account name

• Stock numbers

• Provider (e.g., DMS, internal system)

• Request origin (dealer, DMS, internal)

• Contact information (optional)

• Priority level: Low, Medium, High, Urgent

• DS Internal – Issue Type:

  • Sold stock

  • Missing images

  • Wrong price

  • Missing stock

  • No update

• Creator (person who logged the ticket)

• Filter by Creator (for internal tracking)

Ticket Workflow Expectations

1. All issues must be logged as a ticket before any action is taken.

2. Slack may be used for follow‑up, but the ticket remains the source of truth.

3. Escalations follow the Tom ↔ Chris pathway.

4. Weekly meetings ensure alignment and visibility across both teams.