Submitting Tickets & Interacting with the LSS Team

Once a site goes live, it becomes the responsibility of the Live Site Specialists (LSS) to maintain the site according to client/AM requests.

If you have any questions about tickets, how they’re handled, or to get a ticket prioritized/escalated, please use the workflow in the #fareharborwebsites room, by clicking on the lightning bolt to the left of the text field and fill out “LSS Escalation / Question” form.

FareHarbor team members (i.e. Account Managers) can submit a ticket through this form.

Clients are able to submit requests by filling out this public-facing form and selecting the FareHarbor Hosted Website option.

We always want tickets to come in with as much detail as possible when using the Internal Request form. Here are some tips on what to add in the form…

1. Outline the overall goal of the ticket first. i.e. “We want to concentrate attention on the book button on this page”
2. Always include the website URL and Dashboard Shortname
3. Always include links to the specific pages your request relates to.
4. Include the location of the change. I.e. Below the Quick Details section, but above the Activity Description. We love annotated screenshots!
5. If you have multiple requests, lay them out in relevant groupings.

How to annotate in Apple Preview

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Examples of things that should be a support ticket:

1. Adding a new activity
2. Emergency messaging
3. Updating photos on a few pages or adding photos to a gallery
4. Adding a single feature onto a page (ex – adding Instagram to a page)
5. Updating a video
6. Adding a form to a site
7. Updating pricing
8. Fixing an issue or error on the site
9. Adding tracking information
10. Updating or adding contact information
11. Adding content to a pre-existing page

Requests that will be routed to the Updates Team

If you or your client is looking to have a site redesign implemented, your request will be routed to our Updates team. Requests should still go through the internal support request form.

By logging requests in ZenDesk, it allows our team to be flexible and finish your request as soon as possible. With the addition of Live Site Specialists to the Sites team, the Web Content Specialists no longer handle any tickets unless absolutely necessary. If you email or slack the request to an individual on the team, it may not be their top priority for the day and isn’t available for someone else on the team who may have a sooner opportunity to complete the request.

Logging requests in ZenDesk also:

1. creates a paper trail for the support team if they need to field a support call
   
2. gives the Director of Sites insight into the amount of work moving through the team
   
3. helps to determine if the team is appropriately staffed or if we need to hire another team member.

Please see if your question can be answered by the resources here before reaching out to the LSS Team!

When an Account Manager submits a ticket to the LSS team (tickets should always be submitted through this form), they have to select whether they would like to handle client communication or if the LSS Team member picking up the ticket can communicate directly with the client. Based on that selection, the following rules apply…

AM Handling Communication: When the Account Manager has requested to handle client communication, we follow these steps…

1. Document all changes in an internal reply.
2. Post in #account-management with the Zendesk Ticket and the category of the post will be AM handling communication – ticket solved.
3. Post the ticket URL in the #account-management slack channel with the Account Manager tagged.
4. Close the ticket.

If you have feedback/changes to a completed request, please respond with an internal reply on the ZenDesk ticket, ensure the assignee is still set to the LSS handling the ticket, and submit the ticket as “Open”.

LSS Handling Communication: The LSS Team Member will Close Out the ticket and respond to the client without notifying the Account Manager.

Tickets requiring Account Manager Action

If a LSS Team Member needs you to take action around a ticket (i.e. ensure a dashboard setup is correct), they’ll post the ticket in the #account-manangement Slack Channel with a note regarding the action. The message will have the shortname, Zendesk ticket, AM name, and the category Updates required. From there, they can coordinate with you as needed.

The ticket will then be assigned to the Account Manager and will be set to “Pending” until the Action Items have been resolved.

When the Action Items are complete, then the Account Manager will update the ticket with an internal reply, assign back to the LSS member who was previously working on the ticket, submit as Open, and notify the LSS via the workflow “LSS Escalation / Question“ in #farehaborwebsites.

Tickets NOT requiring Account Manager Action

For tickets that have been completed and updated, the LSS will communicate the updates to the client.

How OB’s Internal Request Work With LSS:

1. OB Trainer submits dashboard to be checked in #checks_dash
2. Once checks/updates are complete, OB Trainer submits an internal support request (Be sure to include the AE and builder under “I’ll handle client communication” > “#checks_dash” as the Live Sites team will need to know it came from an OB Trainer) – Note: that request is visible to the customer and fill out all prompts as needed.
3. The LSS team will complete the request. If the request meets any of these criteria, LSS team will route the ticket to the Updates team via this Update request form
4. Once the request is complete, the LSS or the Updates team will update the post made by the OB Trainer in #checks_dash via a thread message.

• You’ll route tickets to the FH-Sites Group in ZenDesk whenever there is a change to be made to the client’s site. We ask that any requested Dashboard changes that are relevant to the client’s Site updates be made before forwarding the ticket to the LSS team.

• We’ll route tickets to you when Dashboard changes have been requested by a Client in the course of handling a Site support request. If an Internal Support Request form contains Dashboard updates, we’ll send the ticket to you before doing any updates on the site.

• Unless a Dashboard Support Agent explicitly states that they want to handle follow up with the client once changes are made to their Site, the LSS team will handle all further communication.

If the request from the client does not meet the following requirements above. Please route the ticket to the Account Manager.

Prioritizing tickets during normal work hours (Monday-Friday, 9-5)

Site Status

• Site is down completely
• Renewal Questions (domain; site; SSL; etc.)

Pricing

• Only if a ticket hasn’t already been submitted after the client requested pricing being updated on the Dash.

Closures/Announcements

• Closure/Announcement applies to Holiday Days/Weekend
• Tour Updates/Changes to the schedule

Broken Links

• Page leads to a 404 notice
• Link to an incorrect activity or flow in FareHarbor

Email is not working

• Ask the client to contact their email hosting provider first.

Client Attitude Highly Escalated

• If a client is “hot” and we’re at risk of losing their business without a speedy resolution, we can give them special attention.

Prioritizing tickets during weekend hours and holidays

The Sites Department provides Global Emergency Weekend Procedure for weekends and holidays emergency. The Global LSS team will be available from Saturday at 9 am – Sunday at 5pm / the day of the holiday and will respond to your request for help within 30 minutes of being pinged in the #fareharborwebsites Slack channel through the “Weeknd/Holiday Emergency” workflow form.

The Global LSS team is available to handle serious FareHarbor Site emergencies in the following categories…

Site Status

• Site is down completely

Closures/Announcements

• Closure/Announcement applying to the current weekend or holiday

Broken Links

• Page leads to a 404 notice affecting the booking flow
• Link to an incorrect activity or flow in FareHarbor

Please Note: While we want to provide the best level of service possible to each client, our Site team is currently unavailable to handle non-emergency change requests. Before reaching out, please ensure that the client’s issue is having a true and immediate impact on their business, and follows any of the three categories above. If that isn’t the case, let the client know we’ll handle their issue promptly during normal support hours. Agents and their Managers/Team Leads may push back on requests we consider outside of our parameters. Please use the “LSS Escalation/Question” workflow for any non-emergency tickets.