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Work in progress central location for customer-based policies.

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Your Support Workflow

🌅 Start

☀️ 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.

User-facing support guides

ShelterBuddy Support documentation: https://shelterbuddy.zendesk.com/hc/en-us

Key Activities

  1. Monitor Help Desk

    1. Support Pipeline > New

    2. Support Pipeline > Waiting on Us

  2. Monitor Incoming Chat

  3. Work on backlog tasks

    1. Delegation and management process is TBD

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