Successteam Check-Ins
This will mostly be for people on-call over the weekend and for the agents watching the queue after-hours.
Lets start getting into the habit of checking the Successteam box at least twice a shift. Not all clients know that they can just email support@vanillaforums.com or call in for immediate assistance, so adding this to our workflows should help with that blindspot.
It's a bit difficult to be everywhere at once in Vanilla, especially with how busy the normal Support/Internal Support queues have been the last few weeks, but just double-checking to make sure there isn't a fire shouldn't take too much time.
I have a filter I set up for this purpose:
Takes only a few seconds to check, and remembering to check just twice a shift should do a lot to avoid issues where a client facing an emergency is going hours without a response.
Things to keep an eye out for:
- Site is down
- SSO Failures/errors
- Security Issues
We may add to that list of things that Support should jump on immediately, but for now, I think that covers the big things that probably shouldn't wait until a CSM comes back on shift.