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Customer Support Home Page
Customer Support Home Page
- Rob Coons
Owned by Rob Coons
Work in progress central location for customer-based policies.
Your Support Workflow
Start
Log in to Hubspot & set Help Desk “Available”
Review Slack notifications.
Help Desk
How to Manage Hubspot Help Desk
How to Manage Hubspot Help Desk
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.
Resolution documentation
Add new solutions here
Virtual Shelters
Knowledge Base Migration & Re-Categorization in Hubspot
https://trello.com/c/mMSdTFKT (Outdated Trello card, but keeping this here for memory)
Help with onboarding content https://docs.google.com/spreadsheets/d/1JtJFkfc35BlFf4E2HGegIuIa9rLVK3VZ4QawD0n4OX4/edit?gid=0#gid=0
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: ShelterBuddy
Adopets Support documentation: Adopets Help Center
, multiple selections available,
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