Support triaging

Check here for approved Self Service topics, best practices, and more.

What topics go to Sales?

• Sales/Demo requests: Non-live clients who visit our website directed to call/email Support, or, current clients calling about opening up a new business or transferring an existing business to FH. Fill out the Sales Request Form to ensure the fastest and most appropriate response.

  • DO NOT set a task for the Sales – Owner
  • DO NOT send these as messages through Slack

• Questions about feature(s) sold in demo: Newly live company saying “But I was sold on this (feature that we don’t have)”.

• Questions about online fee: Newly live company that has ZERO knowledge of the online convenience fee.

• New Dashboard request for live clients: Please do not promise anything and simply let the client know you will be escalating this to the Account Management team for review.

Demo request

Call:

• At beginning of the call open up the sales request form.
• If the person/company is in Close already (search their contact info to see), the form is very quick & easy. Record any additional contact info in the Comments box.
• If the company is NOT in Close, use this script and fill out the client’s information.
• If client deviates off script or asks questions: “I’m sorry I don’t have the info you want at this moment, but I’m going to get you in touch with an AE that can answer every single question you may have about how FH can work for your company!”
• Do not answer questions about anything proprietary (especially pricing questions). Keep it short and sweet and moving.

Email:

• Do not respond to ticket, simply submit a sales request form and fill out as much information as was given in the email.
• If the contact can be found in Close, please follow the steps found here.
• For any information not given, in the field you can just enter “email only”.
• Copy/paste the body of the email into the Additional Information field.
• Tag as “lead” and solve ticket in ZD.

Newly live company asking about features, online fee

• Ping the AE and OB04 listed in Close so they can follow-up.
• Loop in client’s AM and/or OB04 (trainer) if applicable.

What topics go to Onboarding?

• Clients in OB process: Questions from clients labeled as the following in Close: Closed & Onboarding, Wait for Training, Trained – Wait for Live.

• Live clients (within the past 7 days): Larger change requests or OB-specific questions.

• Live retrain: Clients who have been live longer than 7 days who need another Dashboard training.

Client in OB process: Questions & Serious Issues

• Weekday: Let the client know you’d love to loop in with their onboarder as, at this point, they are most familiar with their Dashboard. Take contact info and short note, then post in #onboarding for the OB Trainer using the Support to OB Workflow:

• Weekend: Let the client know you’d love to loop in with their onboarder as, at this point, they are most familiar with their Dashboard. Suggest shooting their onboarder an email with the changes OR take internal notes on the changes desired. Let them know you will reach out to the onboarder so they can expect follow-up contact on Monday or after long weekend if a holiday. Put notes in Close, assign task to OB for Monday and post in #onboarding for the OB Trainer using the Support to OB Workflow:

Live client (within the past 7 days)

Once a company is live, there is a 7 day buffer between moving from Onboarding to Support. This is to suss out any Dashboard issues or training issues before moving to a new point of contact.

Support can assist with small changes and support calls that may be resolved quickly (use your best judgment). Larger changes, general confusion about the Dashboard, and long training calls can be redirected to Onboarding. You can say, “I’m happy to help you, but I know you were working really closely with (Onboarder) in this onboarding process. Since they are so familiar with your Dashboard, do you mind if I loop them in and they can give you a call back?”

• Weekday: Take contact info and short note, then post in #onboarding for the OB Trainer using the Support to OB Workflow:

• Weekend: Make small changes, take notes, put notes in Close and assign a task to the OB for Monday or first business day after the weekend. Put notes in Close, assign task to OBer and post in #onboarding for the OB Trainer using the Support to OB Workflow:

Live retrain

• How to submit a live retrain

Email from Tier 4 company

Tier 4 companies sending tickets will be directed to the Tier 4 inbox based on the assigned ZenDesk tags.

If a ticket comes in from a new or unfamiliar address, it may come into our inbox. Look for indicators within the content:

• Who is it addressed to?
• Is there mention of a company name you recognize?
• Do the Admin notes for that Dashboard indicate it’s a Tier 4?
• Is the sender (name or address) in Close?

If identified as a Tier 4 company, assign the ticket to Tier 4 and ping them in the #4support room letting them know you sent a ticket their way.

Call from Tier 4 company

When handling a call from a Tier 4 company, follow these instructions:

1. Note the client’s name.
2. Let the client know you’re going to going to grab a member of the team who knows their Dashboard better.
   –Verbiage: “I’d love to loop you in with someone who is really familiar with your Dashboard and get that fixed up for you.”
3. Put the client on hold.

4. Tag @4 in #4support and let them know you have someone needing to talk.

   –Example post: “Hey @4 I have Andre with Germaine’s luau

   –Note: Always keep your message in one line. This way, when the 4 support member gets a notification, they have all the info right in front of them.

5. If they request a specific member of the team, let them know you’ll see if their available.

   –Example post: “Hey @4, I have Sam at Gulf World looking for @Jesse” -Always remember to tag the whole team with the @4 tag even if they ask for a specific team member.

6. Warm transfer the call to the 4 support member who responds.

7. What if no one responds?

   -Let the client know that no one is available at the moment but someone will call back as soon as possible.

What topics go to the Building Team?

• New items – live companies
• Large builds – live companies

If a build is quick (backend items or generally less than 30 minutes to build, or faster to build then write up), keep it within Support.

New item/large build

Examples: Several items, resources, reorganization, greater than 30 minutes to build.

1. Determine: Is the information regarding the item build complete and clear?

   • No, it’s not complete: Ask follow-up questions to make it more complete (send the new item request form where appropriate).
   • No, it’s not clear: Attempt to understand what the client is looking for, call them, ask as many questions as possible to narrow down what their end goal is. If still unclear, escalate to Support manager.
   • Yes: Add to build queue in Close following this process: Live Customer Build Queue.

2. Solve the Zendesk ticket with a reply to the client explaining we are working on the request and will reach out again when complete.

Adding information to existing Build Requests

If it’s new/open in the build queue OR If the build ticket is pending in the build queue waiting for info from the client:

• Put notes on the build request ticket, link to the other ticket where the client gave more info, and solve the build ticket as new/open assigned to “Builds”.

If the build ticket is pending in the build queue waiting for the build team to complete (request already submitted in Close):

• Put notes on the build request ticket, link to the other ticket where the client gave more info, and solve the build ticket as new/open assigned to “Builds”.

• Add any relevant notes in Close as an addendum to the existing build request. If you notice a builder has already claimed the build, then ping them directly to let them know that there are updates to the build.

Checking on the status of a Build Request

• If a client reaches out to ask for a timeline, tell them that our team will get to their request ‘as soon as possible,’ that we work out of a first-come first-serve queue, and that we will reach out with updates.
• For a build status update, check the client’s Close lead. If the build is claimed and being worked on, there will be a note added to the lead (learn more about the build process here).
• If the build is unclaimed, and you have been pressed for more info or if the client is harassing Support/the AM, we can reach out in the #builders Slack channel. Use the “Escalation – Support/AM” workflow to ask for a timeline update or to expedite the request. Their timeline estimate will depend on their workload so we don’t want to promise any finite amount of time before checking with the build team.
• If during the process of checking on a build request you notice that an email was sent to the client asking for more info about their build, ask the client for clarifying information or double-check their email address and resend the email to make sure that we can complete their request more efficaciously.

Following Up After a Build is Complete

When you are tagged in the #builders channel that a build you submitted is complete, respond in the thread by tagging the builder to let them know you will be following up with the client. Example: “@builder thank you, following up!”.

• If it is a new item, you can use the new item macro and copy/paste the item’s bookability URL into the reply. If there’s any additional information to get to the client, include that as well.
• If it is new availabilities, just let them know that it is done and ask the client to review the work.

What topics go to AM?

• Escalations to AM

How to send the ticket to AM

• Identify if the ticket should be escalated to an AM using the section above. Be sure to add the ‘escalation’ ticket category to your Zendesk ticket.
  • Post the escalation into the #account-management Slack room. Click the lightning bolt to the left of the text box:
    • Support > AM
      • Account Manager name
      • Shortname
      • ZD ticket
      • Escalation Category
      • Other notes (if applicable)
    • Escalation without AM
      • This will automatically tag @account-ops
      • ZD ticket
      • Escalation Category
      • Other notes (if applicable)

What topics go to Channel Support?

Anything clearly about affiliates, for example:

• Adding affiliate
• General info on how affiliates work
• Price Changes for affiliates
• Confusion about invoicing (beyond general reporting questions)
• Commission changes
• Affiliate training
• Affiliates needing login access
• Affiliates needing ASN/QR Code/Promo Codes
• Connecting an online reseller to FareHarbor through an API. (Excluding Get Your Guide, Viator, Expedia and Google – those go to Connectivity).

What to do:

• Use the internal support request form and select affiliate request. There are questions that will direct you through each affiliate situation you might run into.

• Weekend: Get the best number to reach them, note any important details, let them know a member of the CS team will reach out Monday, and use the internal support request form and select affiliate request. There are questions that will direct you through each affiliate situation you might run into.

What topics go to API Connectivity?

• Any request concerning TripAdvisor Experiences (Viator), GetYourGuide, Reserve with Google, or Expedia.
• Requests for troubleshooting live External API connections.

What to do:

• If it is an email ticket, assign the ticket as open to API Connectivity.
• If you had a phone call, fill out the API Mapping Request Form

Tips:

• Always assign tickets to the group, not individuals. Everyone looks at tickets!
• For urgent issues only, assign the ticket and post in the #connectivity room to @connectivity.

What topics go to Strategic Partnerships?

• Questions about the FareHarbor Distribution Network (FHDN) Referral Links & API Bookings.
• Questions about FareHarbor Activity Sites (FAS).
• Questions about potential API Partners.
• Non-technical questions about live API Partners. A full list of Live FareHarbor’s API Partners can be found here.

What to do?

• Post your questions in the #strategicpartners-affiliates Slack channel by clicking the lightning bolt to the left of the text field and fill out the correct workflow (i.e. FHDN or API).
• Zendesk tickets pertaining to API Partners can be assigned as Open to API Connectivity.
• Zendesk tickets pertaining to FHDN (Referral Links & API Bookings) can be assigned as Open to Strategic Partnerships.

Tips

• If you are talking with a client and they mention that they work with an OTA we are not currently connected to and/or they were contacted by this OTA, make a note in the ticket about the request. Then submit the Strategic Partnerships Inquiry Form with this information.
• Consult the Frequently Asked Questions for FHDN (Referral Links & API Bookings to answer questions from our clients about the network.

What topics go to Integrations?

• Button integrations or updates for non FareHarbor sites.

Due to increasing 2FA requirements, Site Contributor Access should now be the primary method for obtaining client website access, with username/password as a backup. Clients should add sitelogin@fareharbor.com as a contributor with full permissions, allowing us to access the site via our own account.

Support Workflow:

• Check Keeper for existing login and verify access.
• If login is needed, ask the client to add sitelogin@fareharbor.com as a contributor using this message:
  • “Please follow these instructions to add sitelogin@fareharbor.com as a site contributor with full permissions. If you have any issues, you can provide your username and password instead.”
• Set the ticket to Pending while awaiting follow-up.
• If access is granted, check Keeper for an existing entry
• If not yet accepted, request Integrators (using the login-check workflow in #integrations) to check email, accept access, and update Keeper before proceeding.
• If client provides UN/PW, add it to Keeper and proceed.
• Create a new ticket, this will be the integrations ticket.
• Use the macro “Back End Macro for Submitting Integrations Tickets” on the new ticket, and fill in all of the necessary fields.
  • Please give clear instructions rather than copy and pasting what the client asked for.
• Assign the new ticket to the integrators group and submit as “Open”
  • Do not assign as Pending, or integrators will not see it.
• Put the OG ticket in your pending queue while waiting for integrators to complete the ticket.
• Once the request has been completed, integrators will reopen your request so you can follow up with the client.

What topics go to FH Sites?

• Website edits, email setup & issues, DNS for FH SITES ONLY

How to send a ticket to FH Sites

• If it is an email ticket solely for Sites, assign the ticket as open to the FH Sites group in Zendesk.
• If you had a phone call, or an email with changes required to the Dashboard and a FH Site, complete any Dashboard updates and then fill out the Internal Support Request Form to request the FH Sites Updates.
• If a ticket needs to be addressed urgently, post in #fareharborwebsites and tag @fhssupport.

What topics go to the call center?

• Script updates
• Complaints about call center
• Technical call center issues: Numbers not working (ringing indefinitely, going dead), phone tree not working

Note: Call centers (Sophi and Booking Ninja) are 24/7. We no longer use PATLive. More information can be found here.

Script update

Sophi maintains all scripts and makes updates as needed. Example templates can be found in the Call Center folder in Google Drive.

Send any script update requests to the appropriate contact listed below. Be sure to have the call center confirm when the change is complete.

• Sophi: send to ray@sophi-inc.com.ph
• Booking Ninja: send to brent@thebookingninja.com

Major complaint about the call center

See Account Management section

Technical issue

• Sophi: Ray Franco, +639176225001, ray@sophi-inc.com.ph

• Booking Ninja: Brent Ramierz, +13109209114, brent@thebookingninja.com

What topics go to the Payment Operations Team?

Legal

• Lien/levy/garnishment

The Support team is equipped to handle general inquiries pertaining to Payments, refunds and disputes. This includes providing information on the overall procedure, timelines, and potential outcomes. However, it’s important to note that Support’s role is limited when it comes to specific dispute cases or escalated matters, Stripe related updates, Bank accounts, Fraud and fees. Each Slack channel is equipped with their own Canvas where you can find information, helpful links, tips and workflows used for each question if applicable, please make sure to search in the channel for preview answers related to your question.

In essence, the Support team provides general guidance and information, while the Payment Operations Team manages the intricacies of individual cases and provides escalated support for clients with specific needs or concerns.

Payment Operations Slack Channels:

#payment_operations

Questions about:

• Disputes
• Payments and refunds
• Payouts
• Bank debits
• Adding or verifying bank account
• Refund reserve
• Alternate payment methods or payment processors
• Lien/levy/garnishment
• Stripe verification or Payment Setup Checklist assistance
• Need assistance from Stripe’s Technical Support Team

#1099

Help with general questions, retrieving historic and current 1099-K documents, making 1099-K document updates.

• Requesting 1099-K digital copy – Explanatory Letters
• 1099-K General Question
• 1099-K Split request
• 1099-K Correction request

#payments_fraud_prevention

A place for reporting potential fraud with leads or live clients or weird end-customer behavior. To learn more about fraud at FareHarbor see here

• Large amounts of fraud disputes
• Card testing
• Suspicious customer booking info – fabricated emails, phone numbers, names
• Client generated fraud

What topics go to the Technical Hardware Specialist:

• Questions concerning EMV devices, whether to troubleshoot or purchase
• Non EMV hardware troubleshooting tickets (i.e. cash drawers, receipt printers, ticket printers, ticket scanners)

Hardware Triaging FAQ’s

What topics go to Software Partnerships?

• Questions concerning potential non distribution partners, such as electronic waivers, CRMS, chat bots, etc. Non-technical questions concerning live Software Partners.
• Questions concerning new or existing webhook connections.
• A full list of FareHarbor’s Software Partners can be found here.
  • Client-facing list can be found here in Compass.

What to do?

• Slack @software-partnerships in #softwarepartnerships with the ZD ticket link if applicable.
• Tickets pertaining to existing webhook connections can be assigned to Webhooks.

Tips

• If you are speaking with a client and they mention that they work with a software we are not currently connected to and/or they were contacted by this software, make a note in the ticket about the request.
• Then please submit the Integration Request Form, so we can keep track of the request.

What Dashboard changes should never be made?

• Never take, or refund, a payment
• Never cancel a booking
• Never delete a Dashboard
• Never delete or change a bank account
• Never rebook a booking
• Never accept the Terms and Conditions in the Payment Setup Checklist on behalf of a client.
• Never delete a Director permission level (if someone needs to be downgraded, get it in writing from the owner). Be very careful about adjusting any permission levels without explicit instructions from the business owner/director.
• Don’t update customer type prices with the availability updater.