One-Hour Triage Shifts


Daily Shifts: Monday through Friday

There are two shifts each day:

  • Morning Shift: 9 AM - 10 AM
  • Afternoon Shift: 1 PM - 2 PM

Objective

Efficiently address tickets in HelpScout during each shift to ensure timely client support.

Responsibilities

Focus Areas

During each shift, prioritize the following:

  • Unassigned Active Tickets: Start by responding to any unassigned tickets.
  • Assigned Active Tickets: Focus on your own tickets that have become active again due to client responses.*
  • Pending or Snoozed Tickets: Follow up on any of your previous tickets that require attention.

* There is 1 hour assigned daily between 9 and 10 (or 8:30 and 9:30). IF there are no or very little tickets to triage, use the rest of that hour for billable client work, checking unassigned tickets between tasks.

  • Example 1: So, There is only 1 ticket to triage, after you triage that ticket, you then work on a billable task for 15 minutes and record that 15 minutes to Harvest billable to the client. After that, you check unassigned tickets again but there are still no new tickets. you would record 45 minutes for triage and make a note “only X# of tickets to triage today”.


  • Example 2: There are 3 tickets to triage, and takes your 15 minutes, then record 45 minutes of billable work. There is one more ticket in unassigned tickets that takes less than 5 minutes to deal with, then you would record 20 minutes for triage with a similar note “only X# of tickets to triage today”


This give us the information we need to. . Does that make more sense. I want to clarify that no matter what, that hour is billable to us, BUT if no or little triage, work on other tickets that have been assigned to you.

Ticket Handling

  • General Responses:
    • Answer questions immediately if they can be resolved in a few minutes.
    • Use AI tools to craft thorough and accurate responses.
    • Include relevant links to resources when possible.
  • Work Requests:
    • If confident in completing the request, inform the client that the work is scheduled. Provide an estimate of how long it will take and when it should be completed. Ask for their permission to proceed unless there are explicit instructions to already proceed. Assign the ticket to yourself and complete it after the shift, preferably by the end of the day, or at the latest, the end of the next business day.
    • If unable to complete the task, let the client know that we have received their message and that someone will get back to them as soon as possible. Then, assign the ticket to Scott if it's technical, or to Angela if it's billing-related.

Time Tracking

All time during each shift is tracked as "Triage Time", even if it extends beyond one hour. However, there is no expectation to work beyond this hour if you have other commitments. It is rare that triaging all new tickets would take more than an hour.

If there is unused time within the one-hour shift, you should use that time to:

  • Review other support tickets in HelpScout, which can be useful for training purposes, such as understanding how to deal with different client scenarios.
  • Use the notes feature in HelpScout to leave notes for Scott or Angela regarding specific tickets or client profiles, especially if information is missing, additional details are needed, or if you have any questions at all.

Availability

Agents should try to provide at least 48 hours notice if they cannot be available for their scheduled shifts, but no less than 24 hours. This helps in managing our commitments effectively.

Post-Shift Tasks

Work Requests

  • Complete any assigned work requests you gave yourself after your shift.
  • Track your time in Harvest with the specific ticket ID and a description for client billing.

Additional Tickets and Notes

Throughout the business day, additional tickets and work requests may be assigned to you, or you may receive notes on existing tickets. These should be responded to within a reasonable amount of time, preferably within 3 hours when possible.

Scheduling

There will be one support team member scheduled for each shift during the work week. You can view the schedule here: Support Team Schedule.

If you have been scheduled for a shift but need the day off, please inform Scott or Angela as soon as possible, so your shift can be covered by someone else.

Communication

We will hold a Support Team Review every two weeks on a Zoom call. This meeting will be paid and is scheduled for each Thursday at 11 AM, but the timing can be flexible based on everyone's availability. This review will be included in the shift schedule, and you can use the same link already provided.

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