Zendesk Phone Instructions for OB
Last updated: May 19, 2022
In the event of a FareHarbor outage or Support meeting, it may be necessary for other teams to assist with answering phone calls.
Note: If FareHarbor is down, open the FareHarbor downtime procedure doc and refer to #ambulance and status.fareharbor.com for approved language and real-time updates.
Log into Zendesk using Agent 1, Agent 2, or Agent 3 in Keeper.
Click the phone icon in the upper right hand corner and click Offline to toggle the phone to Online.
The caller’s information will appear on the screen when the phone rings. Click on the organization name to see the company’s tier. Click Accept to answer.
If a Tier 4 calls, ping @4 in the in the #4support room with the name of the caller and the company name.
The client will tell you what they need, and you can let them know “I’m going to transfer you to someone who is more familiar with your Dashboard.”
To transfer a call, click the transfer button in the bottom right corner of the phone widget and type in the name of the 4 agent that responds in #4support. You’ll first be connected to the agent while the caller remains on hold. When you’ve finished consulting with the agent, click Transfer.
During an outage, use the approved language when speaking with clients and monitor #ambulance in Slack for updates. For a regular support call, assist the client to the best of your ability, and leave detailed internal notes if the client needs a call back.
If the client would like a call back with more information after the outage, leave the ticket open with internal notes. If the client does not need a call back, solve the ticket.
Important: in the event of an outage, add the Outage tag to the ticket before solving it. To add a tag, click Apps on the right hand side and then type in Outage.
