If needing to test functionality, copy form into Debugging account to test there
Use premade macros if applicable to issue
Response types:
Solved – when a ticket has been completed and is being closed
Pending – when you are awaiting a response back from the client
Open – leaves the ticket open. Used for when we are looking into something and will update the client in that ticket with a response once resolved
Revision Requests:
Add request to basecamp in Revisions section and add a due date
If a short revision, complete and let client know in Zendesk that it has been completed.
If a longer revision, assign revision out to a builder or complete revision yourself. Let client know in Zendesk that we have passed this to our team to update the forms and they will receive an email notification letting them know the form has been published (depending on their notification settings)
Billing Tickets:
Add ticket number and contents of email to Support section in Basecamp
Assign to David (or current accounts manager)
Once the Basecamp todo has been updated/completed, respond to client in Zendesk
When Clients Request a Call:
Only offer support calls for Elite, Enterprise and Network accounts as they are the only plans that come with phone support
When scheduling a call for a client, log into Calendly and check the available schedule times for the desired day
Provide the client with a list of times available to you and once confirmed, schedule the call through Calendly.
Log into Zoom and start the call 10 minutes prior to the scheduled time.
If client does not show to call, wait at least 10 minutes before closing the call and then follow up with the client in Zendesk to reschedule
