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
Stripe Disputes
Virtual Shelters
Knowledge Base Migration & Re-Categorization in Hubspot
Identify IF/THEN items
Testing ways to document and display tasks
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: https://shelterbuddy.zendesk.com/hc/en-us
Adopets Support documentation: http://help.adopets.com/en/