From cbbd4d53ee82801606f9eabc7fd0c2cd2b0dcd80 Mon Sep 17 00:00:00 2001 From: Harold Campbell Date: Thu, 2 May 2024 09:01:12 -0500 Subject: [PATCH 1/3] Update Triage process to include expectations before a triager's end of rotation This change incorporate the discussion from issue [meta/944](https://github.com/2i2c-org/meta/issues/944): "Minimal but impactful improvement in our support process" --- projects/managed-hubs/support/process.md | 24 ++++++++++++++++++++++++ 1 file changed, 24 insertions(+) diff --git a/projects/managed-hubs/support/process.md b/projects/managed-hubs/support/process.md index 8de43d2e..f5451df9 100644 --- a/projects/managed-hubs/support/process.md +++ b/projects/managed-hubs/support/process.md @@ -40,6 +40,7 @@ This process is carried out in an ongoing basis by the {term}`Support Triagers`. 4. **Categorize the Support Ticket** in FreshDesk. 5. **If an Incident**, go to [](support:incident-response). 6. **If not an Incident**, go to [](support:non-incident-response). +7. **End of rotation hand-off**, see [below](#end-of-rotation-hand-off). [^working-day]: We define a working day as a continuous 24 hour period of time from Monday through Friday. This is because our team and the communities we serve are distributed across many time zones, so there is no single "working day" for everyone. @@ -153,6 +154,29 @@ When a new ticket lands in Freshdesk under the support group and it is not an in **Close the request**. If the Community Representative confirms that their request has been fulfilled, consider this request closed. In FreshDesk, mark the incident as {guilabel}`Closed`. +### End of rotation hand-off + +Below is the process describing the expectations before a triager's end of rotation. + +1. Processed ~all unassigned tickets + +_Support triagers should aim to process each unassigned ticket before the end of the rotation._ + +This helps us ensure no tickets becomes stale and unattended, and nudges us to get tickets closed or resolved rather than stuck open or pending indefinitively. Tickets left open becomes weight over time. + +2. Unassign from tickets + +_Support triagers should by end of rotation unassign themselves as agents from all tickets._ + +This helps making responsibilities unambigious. A ticket's assigned agent should be either nobody or one of the current triagers. + +3. Write handover notes + +_Support triagers should, when they unassign from a ticket ensure a handover note is available and up to date towards the end of the ticket._ + +A ticket handover note should _summarize whats relevant_ to know in order to drive the ticket towards a resolution without needing to read through the conversation up to that point. + + (support:prioritize-requests)= ## Prioritizing non-incident support requests From f09d9b9cd89ca9a22fbdc0a5bfd9554424689e4d Mon Sep 17 00:00:00 2001 From: Erik Sundell Date: Tue, 7 May 2024 12:14:11 +0200 Subject: [PATCH 2/3] docs: fix broken link --- projects/managed-hubs/support/process.md | 3 ++- 1 file changed, 2 insertions(+), 1 deletion(-) diff --git a/projects/managed-hubs/support/process.md b/projects/managed-hubs/support/process.md index f5451df9..14d23302 100644 --- a/projects/managed-hubs/support/process.md +++ b/projects/managed-hubs/support/process.md @@ -40,7 +40,7 @@ This process is carried out in an ongoing basis by the {term}`Support Triagers`. 4. **Categorize the Support Ticket** in FreshDesk. 5. **If an Incident**, go to [](support:incident-response). 6. **If not an Incident**, go to [](support:non-incident-response). -7. **End of rotation hand-off**, see [below](#end-of-rotation-hand-off). +7. **End of rotation hand-off**, see [below](support:end-of-rotation-hand-off). [^working-day]: We define a working day as a continuous 24 hour period of time from Monday through Friday. This is because our team and the communities we serve are distributed across many time zones, so there is no single "working day" for everyone. @@ -154,6 +154,7 @@ When a new ticket lands in Freshdesk under the support group and it is not an in **Close the request**. If the Community Representative confirms that their request has been fulfilled, consider this request closed. In FreshDesk, mark the incident as {guilabel}`Closed`. +(support:end-of-rotation-hand-off)= ### End of rotation hand-off Below is the process describing the expectations before a triager's end of rotation. From f786eca8264dc492adf1d1c6ccd5bf429b459dc9 Mon Sep 17 00:00:00 2001 From: Erik Sundell Date: Tue, 14 May 2024 19:21:28 +0200 Subject: [PATCH 3/3] Detail that freshdesk private notes should be used Co-authored-by: Yuvi Panda --- projects/managed-hubs/support/process.md | 3 +++ 1 file changed, 3 insertions(+) diff --git a/projects/managed-hubs/support/process.md b/projects/managed-hubs/support/process.md index 14d23302..f92b8744 100644 --- a/projects/managed-hubs/support/process.md +++ b/projects/managed-hubs/support/process.md @@ -177,6 +177,9 @@ _Support triagers should, when they unassign from a ticket ensure a handover not A ticket handover note should _summarize whats relevant_ to know in order to drive the ticket towards a resolution without needing to read through the conversation up to that point. +This should be written using the [private notes](https://support.freshdesk.com/en/support/solutions/articles/37580-private-notes-for-internal-sharing) +feature of freshdesk. + (support:prioritize-requests)= ## Prioritizing non-incident support requests