Support Updates
Pinned References * Product Changelog * Weekly Email Compilation * Knowledge Base * Problem Account/Watch List * Systems Down
2017-08-04
[Process] Trip Advisor Review Express Opt-ins! More clarity on the TAREX process can be found here
Impact: Greater clarity and fewer escalations to the AM team.
2017-06-30
Feature Admin company notes
FH Admins can now add internal notes or flag a company by typing keyboard shortcut ? from the Dashboard. These notes will not be visible to the client company.
Impact: Gives FH Admins greater visibility around important company-specific information
2017-06-29
- [Policy] TripShock! They are going to have an API going live on Monday 3 July, so a bunch of clients will be emailing support to approve the connection for the company. When you see these emails/tickets, PLEASE just assign it to Alex Obechina or Channel Development and they will respond/get it set up.
2017-06-29
- [Policy] When filling out the internal Sales Request form, ask the potential client how they heard about FareHarbor. Internal sales request form can be found here
2017-06-06
- [Policy] When tickets get to 110 ALL New Open Unassigned, stop answering Tier 1 calls. Video link of how to see the tier of an incoming call is here
2017-05-24
- Added New Help Center and other updates! Check the Product
(https://fareharbor.com/about/changelog/) * Added More clarity around dashboard build/info gathering here.
2017-05-21
- [Tip] Rebooked subscription emails do not send when the availability did not change.
2017-05-19
- Added Knowledge Base, Problem Account Watch List, Systems Down.
- Updated Help doc on iOS reader no longer includes “CardFlight” in verbiage. See update here.
2017-05-18
- Added Support Changelog
- [Weekly Email] Click Here for a recap of the 5/15 weekly meeting.