Work in progress central location for customer-based policies.
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Your Support Workflo
🌅 Start
- Log in to Hubspot and make sure you’re toggled to “Available” in Help Desk
- Review all Slack notifications.
- “Sweep” Help Desk for solvable or tickets to escalate
☀️ Middle
- Actively respond to incoming chat tickets
- Help with collaborative tasks - onboarding data collection, customer renewals, CRM projects, etc.
🌇 End
- “Sweep” Help Desk for tickets that may have slipped through earlier. Communicate with CRO or Account Managers for tickets you’re not sure should be in there.
User-facing support guides
ShelterBuddy Support documentation: https://shelterbuddy.zendesk.com/hc/en-us
Key Activities
Monitor Help Desk
Support Pipeline > New
Support Pipeline > Waiting on Us
Monitor Incoming Chat
Work on backlog tasks
Delegation and management process is TBD