Skip to main content

​
Solutions Support

​
Introduction

Salt utilises Zoho Desk to manage it’s support queries from it’s partners. Support queries are raised to [email protected] which are then managed within the helpdesk. ALT has a Human Experience Team (HEX) who manage the helpdesks. The HEX team liaise with our partners and resolve queries where possible, however, they will routinely require input from the solutions team where the queries are more complex or technical in nature. Solutions are tackling this through a weekly roster where one member of the team will be on duty to assist HEX in resolving queries.

​
Weekly roster & schedule

One member of the solutions team is assigned to support every week, and the member is rotated weekly according to this schedule. The solutions team member from the prior week will be the backup solutions support person, this is denoted on this sheet also. The member will be allocated to the Slack handle @solutionsupport, and be responsible for a number of support-related tasks/actions. Each Friday before close of business, the member will remove themselves from the @solutionsupport tag and allocate the person who will be assigned for the following week.

​
Responsibilities

It is the Daily responsibility of the support agent to:
  • View all outstanding queries that exist and follow up on any (internally) if necessary
  • Respond to Slack requests to @solutionsupport in a helpful & human way
  • Follow the approprate workflow of inbound requests
  • If possible, action the request to completion themselves based on priority & complexity
  • Ensure that outstanding Helpdesk tickets are tracked to completion

​
In-bound request workflow

When a NEW request is received:
  1. Respond to Slack message (internal) in a helpful & human way.
  2. If an internal support request is raised in Slack, create a helpdesk ticket for tracking if the issue is critical and needs tracking. You will responsible to manage this ticket to completion, it will not be HEX’s responsibility for internal tickets.
  3. Check & understand the request / query of related Helpdesk items (try replicate, ask appropriate questions to other team members)
  4. If necessary, escalate the issue to an appropriate Solutions member
  5. If more information is required then ask via Slack to the HEX agent to get the information from requester
  6. If it is code-related, add the issue via GitHub to the relevant code resposity and tag correctly
  7. Update the auto-created (via Github) Asana ticket in Sol_Backlog with any further necessary tags/details
  8. Update the Slack requester with necessary information (Issue ID, urgency, assignee, path forward etc.)
  9. Ensure that the approriate information has been added to the notes of the Helpdesk tickets
  10. Ensure that the HEX agent has sufficient information to note under the resolution

​
Ticket review workflow

When reviewing an outstanding ticket:
  1. Check if there is any new information on the ticket conversation
  2. Use the ticket notes to check on the related tasks, issues or assignee if there has been movement
  3. If anything has changed, update on the ticket notes
  4. If it has been resolved, then let the HEX agent know via Slack