Work in progress central location for customer-based policies.
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Your Support
WorkfloWorkflow
🌅 Start
- Log in to Hubspot and make sure you’re toggled to “Available” in set Help Desk “Available”
- Review all Slack notifications.
- “Sweep” Help Desk for solvable or tickets to escalate
How to Manage Hubspot Help Desk
☀️ Middle
- Actively respond to incoming chat tickets
- Help with collaborative Downtime tasks - : onboarding data collection, customer renewals, CRM projects, etc.
- Scan for fringe tickets (e.g. engineering holds with long delays)
🌇 End
- “Sweep” Check 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& Tickets: Support Pipeline, try to leave as few 🎾 Our Turn tickets as possible.
- Set status as “Unavailable” to prevent off-hours assignment.
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