Support Operations

Procedure to handle server side issues

1. Procedure to handle server side issues
1. Once we receive a support ticket, make sure you have the below details. Else ask the required information in the first comment/ conversation with custome...
Tue, 30 Oct, 2018 at 4:15 PM
2. Support - Standard Operating Procedures (SOP)
SOP? SOP refer to instructions normally written ones that are intended to document how to perform a certain activity. Ways to Contact LeadSquared Suppor...
Sun, 29 Jul, 2018 at 1:34 PM
4. Intercom
Intercom is the platform which lets you see who your users and visitors are, and you can start having conversations with people personally through targete...
Mon, 6 Aug, 2018 at 5:37 PM
5. All about team members - support
support 
Mon, 6 Aug, 2018 at 5:42 PM
6. Support Training
Support Training Plan KT List Tasks/ Sub-tasks schedule & duration POC Status  (Done, Later, In-progress, Pending) LeadSquared Info Overview ...
Thu, 6 Sep, 2018 at 4:46 PM
7. Support Communication Best Practices
Avoid close-ended responses - Try to avoid close-ended responses to customer questions, such as: ‘Yes’, ‘No’, ‘Sure’, ‘Perhaps’. These words not only don’t ...
Sun, 19 Aug, 2018 at 11:54 PM
8. Best Practices to Manage On Hold Tickets
Definition - The On-hold status is similar to Pending, and used to indicate that you are waiting for information or action from someone other than the reque...
Fri, 28 Sep, 2018 at 8:39 PM
10. Support Ops - Shift Hand Off-Process (weekdays + weekend shift) - (20th Aug'18)
Ticket Module Assignee  New Assignee  Reason for Hand-off Comments/ Links/ Docs #105378 ImportSanofar Needs validation Customer is not able to import data...
Mon, 20 Aug, 2018 at 3:01 PM
15. Internal Escalation Procedure - Support Ops
1. Please check with your aligned buddy for the month on any issues, information. 2. Ping in internal support channel - skype. 3. Check with support team ...
Sun, 19 Aug, 2018 at 10:01 PM
16. Freshdesk ownership solely remains with support
1. No one will assign support tickets to any other departments (success, sales, marketing, dev) without discussing with Mubeen/ shift lead. Ownership lies w...
Fri, 28 Sep, 2018 at 8:39 PM