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Work in progress central location for customer-based policies.

Your Support Workflow

🌅 Start

☀️ Middle

  • Actively respond to incoming 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.com/b/3cY6UcdV/coodinator-tasks-board?openListComposer=true

Schedules

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

Adopets Support documentation: http://help.adopets.com/en/

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