Submitting Support requests on a client’s behalf

There are three ways to forward a client’s request to the Support team:

• Forwarding the email to Support
• Submitting an Internal Support Request Form
• Slacking Support (for extremely urgent matters only)

There are a few steps that must be completed before each option. Read the sections below to learn more.

Forwarding the email to Support

You must first set up your email properly, as this will allow for tickets to be generated as ‘from the client’ with all of their information attached, rather than generated as ‘from a FareHarbor employee’. This will therefore allow for accurate SLAs and response times to be observed.

To properly setup your email and to proceed to forwarding emails to Support correctly, follow all the instructions in this section.

Internal Support Request Form

Please use this form when there is no email for you to forward. You will instead have to summarize the issue. This form is ideal for situations in which, for example, you have received a call from the client, but have no email.

Slacking Support

The #support Slack room can be used to flag the following:

• Requests that are past their Zendesk SLA to ask the team to prioritize – volume permitting
• Escalated client dashboard requests – a ticket must exist in Zendesk prior to this message being sent
  • You can submit a Zendesk ticket by Forwarding an Email or completing the Internal Support Request Form.
• Questions about how the dash or a feature works, for your own information/for a conversation you are having with the client.

To submit something:

1. Open the #support room in Slack.
2. Select the Workflow you need:
   • Requests to Support – to flag a ticket
   • Dashboard Question to Support – if you yourself have a dash/functionality question
3. Ensure your message meets ALL of the following criteria:
   • Message should be sent M-Th or Friday before 1pm MST in order to guarantee a response ahead of the weekend
   • All Fields in the Workflow are completed
   • Tag the appropriate group
     • @apac-support (during APAC business hours)
     • @emea-support (during EMEA business hours)
     • @americas-support (during Americas business hours
     • Use two group handles if both regions are overlapping and whoever is available first will grab the request
     • @supportteam (this will notify everyone across all offices and time zones – so this is to be reserved only for “end of the world” scenarios)
4. For extremely urgent requests where there will be significant negative impacts to the client’s business if the issue is not resolved same day you can cc @support-management (tags all of support management).