Support Operations

Procedure to handle server side issues

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
17. Ticket Management & Customer call Management
1. Take complete ownership of your cases/ tickets/ Intercom conversation with customers.  2. Make sure the ticket updates are given on time as promised to ...
Thu, 23 Aug, 2018 at 8:43 PM
18. LQ - Support team details
***Team details***
Mon, 27 Aug, 2018 at 6:26 PM
19. Troubleshooting document + FAQ's
List of items  Facebook retargeting Lead marketplace app Zendesk App Adwords Data Syc App Google retargeting Gmail chrome extension
Wed, 29 Aug, 2018 at 4:29 PM
20. Agent Performance Report - (Metric Definition)
The Agent Performance report gives a summary of the agents performances in the selected time period covering critical metrics as mentioned below with defini...
Wed, 21 Nov, 2018 at 12:05 AM
21. Process Details - Sales & Support (cases solely picked and raised by sales) - Kick-Off Date - 7th Jan'19
As discussed I have aligned a process around the ask from Nilesh. Please find the below details: Make sure all support tickets are raised from Id’s - geet...
Fri, 4 Jan, 2019 at 9:26 PM
22. SMS - SenderID whitelisting - Process
1. First get the following from customer a. Attached form, filled, printed on company letter head, signed, sealed and scanned. b. Screenshot of lead de...
Wed, 9 Jan, 2019 at 11:25 PM