Event/match/line request
Some customers will get in touch with support to request a line for an event or match that is not showing on the site.
The procedure
Review the sportsbook and/or racebook roster and make sure that the event or match request is indeed not showing.
Make the proper escalation in Slack for the requested match, make sure to include as much information as possible.
Make sure to create the ticket in Intercom for the customer to follow up and so that we can keep up to date with new information about the case.
Inform the customer that the escalation will be forwarded to the team in charge and once we have an update we will get back to them.
Follow up with the team or manager in charge of the escalation and try to give the customer an update in less than 24 hours.
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