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Work in progress central location for customer-based policies.

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Your Support Workflo

🌅 Start

  • Log in to Hubspot and make sure you’re toggled to “Available” in Help Desk
  • Review all Slack notifications.
  • “Sweep” Help Desk for solvable or tickets to escalate

☀️ Middle

  • Actively respond to incoming chat tickets
  • Help with collaborative tasks - onboarding data collection, customer renewals, CRM projects, etc.

🌇 End

  • “Sweep” 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.

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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