Submitting a Live Build Request
Last updated: August 22, 2025
Read through the below categories to learn more about the processes for submitting Live Build requests, escalating requests or gathering more information for an existing request.
For the most updated information: See the Channel Topic in #builders
#builders Slack Channel
Most communication regarding LB requests will happen in this channel. Search this channel for the Live Build Request Activity ID to find relevant updates and communications.
If you have process related questions, would like a timeline update for an existing request, or need to communicate with the Live Build Team about a Request: Submit the “Question for Live Build Team” workflow.
Live Build Team Objective
Implement & communicate solution-focused Dashboard updates that drive online conversions and client retention.
Key takeaways:
- The objective is a catalyst for discussion.
- “Solution-focused” means we are the experts that can deliver the most sustainable solutions. We disagree with creating more problems and complexities in a Dashboard.
- “Online conversions” is written before “client retention”, but both are important. If a project won’t drive more conversions, does it at least support retention? If not – let’s discuss our options and make a plan!
Understanding the Live Build Process
Project Queue in Close
Global Live Build Queue Smartview
For a lead to appear in the queue, the following must be true:
- Lead Status: must be “Active Client” or “Partner/Affiliate”
- “Live Build Request” Custom Activity is correctly published on the lead
Prioritization
Below is the prioritization for claiming builds:
- Escalated Requests – Response to within 24 hours
- Tier 4/5s – 2 business days
- Tier 3s – 3 business days
- Tier 2s – 4 business days
- Tier 1s – 14 business days
- Tier 0s – 21 business days
Please Note: SLAs are adjusted during our busiest seasons (Q1, Q4). Variations to expected turnaround times will be communicated to CX teams. Revenue generating requests (Calendars, Holiday promotions, New Items, etc.) are prioritized. Cosmetic dashboard requests (CF logic, item restructuring, returning resources, etc) will stay longer in the queue. Self Service should be encouraged when possible!
Process: Submitting a build request to the Live Build Queue
To submit a request for the Live Build Team in the Live Build Queue, start here:
- Find the correct Lead in Close (Lead Status = Active Client)
- Select the “Activity” dropdown
- Search or scroll to “Live Build Request”
- Fill in all the fields
Custom Activity Fields
- Fields with * are required
- Some fields must remain blank
- “Live Build Request” Activity ID. Leave this field blank so that the ID can populate automatically!
- Support Agent Name – only required for Support!
- Support uses a shared Close account, so it’s crucial for SA’s to enter their Name when filling out the Request!
- Primary ZenDesk Ticket
- Link a SINGLE Ticket – important for automations and zaps to work!
- Count of Items & Item IDs
- While not required, these fields help the Live Build Team prioritize and prevent any re-builds due to lack of specificity
What Could Go Wrong?
- Draft Custom Activities – Not clicking “Done” to post the activity prevents automations from running
- Editing Published Custom Activities – Automations do not re-run, there is no history saved, and there are no notifications to the Build Team of updates
- ZenDesk Ticket Inaccuracy – Incorrect formatting (multiple tickets, ticket IDs without links) will stop automations from running
How To Know A Live Build Was Submitted Successfully?
- Check for an Internal Comment on the linked primary ZenDesk Ticket
- “Live Build Status: Requested”
- Links to Close Lead for quick validation of Lead & Dashboard(s) to be updated
- Updated Ticket Comment
- “Live Build Status: Claimed” when a Builder has posted a Claimed Custom Activity
- Support Agents Should keep the original ZD tickets for the build request in their PENDING queue and review periodically to follow up on build requests.
- Support agents should follow up with the client immediately after submitting the build request to set expectations for the build. Sending this reply to client ensures that the ticket will not breach while in the pending queue.
- Note: Do not create a separate ticket exclusively for follow up on a build request-unless the original ticket was a phone call, and we need an email ticket for follow-up.
Process: Escalations
If you have a Request that needs to bypass our SLAs, use the “Live Build Escalation” Custom Activity on the Close Lead.
Note: There MUST be an existing “Live Build Request” Custom Activity to properly escalate.
The following are reasons to escalate a build request:
- Client is escalated
- Time sensitive Request
- Forgot or incorrectly submitted Live Build Request Custom Activity
Process: Submitting Additional Information
If you receive additional information about an existing build request:
- If Status = Requested: Use the Comment feature on the Live Build Requested to add notes to an existing Custom Activity.
- If Status = Claimed: Send the “LBs Claimed By” Builder a DM.
REMEMBER: NEVER EDIT A PUBLISHED CUSTOM ACTIVITY. IF YOU NEED TO PROVIDE MORE INFORMATION, PLEASE USE THE COMMENT OPTION ON THE CUSTOM ACTIVITY YOU PUBLISHED.
If you receive information about a new build request:
- Create a new Live Build Request Custom Activity on the Close Lead.
Process: Stalled (Previously Needs More Info)
7 Day Rule:
Less than 7 Days: If enough of the missing information is gathered within one week to complete the build, the information can be shared with the builder in the #builders thread.
Greater than 7 Days: If the information took longer than one week to gather, the Live Build Request was likely Removed from the queue. If so, submit a new Live Build Request with all the information that is available. Be clear about which updates were already made, if any. The Live Build team will start the updates as soon as possible.
Communication
- Find the Live Build Stalled post in #builders
- There may be multiple Requests per Shortname!
- Confirm it’s the correct post by verifying the “Live Build Request” Activity ID
- Tag the Builder in the thread to communicate about the project
Additional actions taken by Live Builders
Reapplying Resources
- Run a bookings report for all future bookings. Filter by specific items, customer types or resources.
- If <200 bookings, ask AM to help with re-applying resources.
- If >200 bookings, visit this help page and join #fareharbor-automation