Support Agent Triage Process

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As the CSMs transfer the rest of their clients to contact Support directly for any issues they might have, we're hitting a point where our team only has so much capacity to respond to everyone and that's causing some clients to sit for a long time.

Mike suggested this as a solution for that, and this document is going to work as a WIP template for how that process is going to work. Right now, triage will be everyone's responsibility. As the team grows, we'll start having a rotating triage person so the rest of the team can focus on more high-complexity tickets.

Triage

After the completion of a ticket, take a few minutes to check the queue for any new tickets. For each new ticket, do the following:

  • Read client report
  • Identify the core issue and make a call of it's priority. Update the priority status accordingly. This will mostly be a judgement call, but some examples for each level will be listed below.
  • Update 'Tag' section of ticket with appropriate tags.
  • If it is a simple issue with a quick solution (locale update, export request, easy question etc), go ahead and resolve the ticket.
  • For more difficult issues, respond to client so they know that we have received their report. At this point, if there's any obvious questions the client can answer, ask those now too (Can they provide SSO credentials? What is the exact API call they're using? What action did you take to get that specific error?).

Repeat that process with any new tickets that have come in. If there are no new tickets, focus on a ticket that requires more work. Make sure you prioritize tickets that have a higher priority or tickets that have been sitting the longest.

Priority

Below are some examples of how to label the priority for different issues. Ultimately, however, setting a priority is a judgement call you make based on your experience with the issue and client/end-user impact. Use these as a baseline.

Low

  • Issue isolated to end-user
  • Transifex Updates
  • Complex locale updates (updating emails, long lists of request changes etc)
  • No bug, but explanation of expected behavior (especially if documentation is light on a function and testing is required)

Medium

  • API assistance
  • Bug report
  • Unexpected error message (isolated or intermittent)
  • Sendgrid Investigation
  • SEO questions
  • Theme Editor assistance

High

  • SSO issues
  • Site Performance issue
  • Site down (single)
  • Release-related issue
  • Core Vanilla function failing (ability to post, access Dashboard, send private messages, login etc)

Urgent

  • Site down (multiple reports)
  • Data breach
  • Active/ongoing malicious action by end-user/hacker


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