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See if there’s a How To guide in this Confluence space Customer Support Home Page
Copy-paste the customer request into Fetch. Before passing a Fetch answer to the customer, always double-check on your end. Fetch is more for education and testing than it is a reliable source of truth, as it’s pulling from hundreds of pages of documentation that still needs more detail and more formatting. How to Use Fetch
Review videos from the legacy CS guides https://shelterbuddy.atlassian.net/wiki/spaces/CX /wiki/spaces/CX/pages/2369912833
Search agent-only ShelterBuddy documents. These are password locked in Zendesk, but here’s an export:
View file name All Agent PDFs Merged.pdf Review the documents that are feeding Fetch, which are updated ~quarterly and contain common fixes. Common Adopets Support Issues - - - Peak Support Doc
Solving Tickets
When a solution has been communicated
Mark the ticket as “Waiting on Contact.”
If the customer replies or indicates the problem has been solved, mark the ticket as Closed.
Escalating Tickets
If the ticket isn’t easily solvable via the methods above, escalate the ticket to the Account Management Pipeline
How to Send a Technical ShelterBuddy Issue to Devs