Work in progress central location for customer-based policies.
| Page Tree | ||||||
|---|---|---|---|---|---|---|
|
Your Support Workflow
🌅 Start
- Log in to Hubspot & set Help Desk “Available”
- Review all Slack notifications.
- Help Desk
How to Manage Hubspot Help Desk
☀️ Middle
- Actively respond to incoming chat tickets
- Downtime tasks: onboarding data, renewals, CRM projects, etc.
- Scan for fringe tickets (e.g. engineering holds with long delays)
🌇 End
- Check Help Desk & Tickets: Support Pipeline, try to leave as few 🎾 Our Turn tickets as possible.
- Set status as “Unavailable” to prevent off-hours assignment.
Downtime activities
- Update Adopets 1Password data: (set website to “rescue.adopets.com”, rename former customers as “Z_ShelterName,” move former customers into the “Archived” folder, fix confusing acronyms where possible.
- Help with renewals
- Renewal Update Queue HERE
- How-To Guide - Resolution documentation
- Add new solutions here
- Stripe Disputes
- Virtual Shelters
- Knowledge Base Migration & Re-Categorization in Hubspot
- https://trello.com/c/mMSdTFKT
- Identify IF/THEN items
Testing ways to document and display tasks
https://trello.User-facing support guidescom/b/3cY6UcdV/coodinator-tasks-board?openListComposer=true
Schedules
See Support Coordinator schedule HERE.
Each Monday, per the Jira Revenue Board, review your scheduled hours and make sure they reflect time
Stephanie
Flexible Window: M-F ~7am-1pm
Official Hubspot Availability:
Andre
Flexible Window: 5pm-8pm
Official Hubspot Availability:
Shilpa
Flexible window: M-F ~10am-4pm
Official Hubspot Availability:
Coordinator 4
TBD.
External (non-Confluence) Resources
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 TBDAdopets Support documentation: http://help.adopets.com/en/