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Customer Support Home Page

Customer Support Home Page

Owned by Rob Coons
Last updated: Jan 14, 2025
1 min read

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

 

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
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https://trello.com/c/mMSdTFKT (Outdated Trello card, but keeping this here for memory)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: https://shelterbuddy.zendesk.com/hc/en-us

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

 

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