Work in progress central location for customer-based policies.
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 (instructions tbd)
- Resolution documentation
- Stripe Disputes
Schedules
Stephanie
Flexible Window 7am-1pm
Official Hubspot Availability:
Andre
Shilpa
Flexible window: around 10am-4pm
Official Hubspot Availability:
Elsa
External (non-Confluence) Resources
ShelterBuddy Support documentation: https://shelterbuddy.zendesk.com/hc/en-us
Adopets documentation:
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