Support Guide: Escalating Tickets

How to Fill out the Escalations Macro

*EXCEPTIONS for Escalations Tickets with different information needed:

Use Macro: Technical Issue Escalations / Reach for the SkyNotes: Client Information:

(Make sure to put fill in the website field on the left sidebar!)

Issue Summary:

(A one-liner description of the issue)

What have you done to troubleshoot:

(List the steps you've taken to troubleshoot the issue. Include links to relevant logs and/or pages, as well as any general observations. Let us know if you reproduced the issue and how. If not, what did you try?)

Important Links/Noteworthy Stuff:

(Place links to all of the logs/leads/pages that you looked at during troubleshooting and make note of what seemed off during your testing)

Questions:

(List any questions you or the clients might have here)

Update subject line of the ticket:

[System] - [Issue Occurring]
Example: GeekAI - Not engaging new leads

Client Information:
((Paste the stuff copied from the LM super user widget here.))

Sign into the client's Lead Manager and copy the pop up in the bottom left-hand corner. If the person experiencing the issue is not the Site Owner, login as the user that is having the issue and copy it from their login.

Issue Summary:
(A one-liner description of the issue)

This section should include the system (CRM, website, site backend, drip, etc.) and the issue or error the client is experiencing. This should be a concise description so that the Escalations Team understands the issue and can act on it accordingly.

What have you done to troubleshoot:
List the steps you've taken to troubleshoot the issue. Include links to relevant logs and/or pages, as well as any general observations. Let us know if you reproduced the issue and how. If not, what did you try?

See below: General Guide to Troubleshooting Prior to Escalation

If you did it write it here. Escalations will not assume what was done (and will not listen to your call to verify) so you need to let them know anything you completed with the client to avoid having the ticket sent back for something you already completed.

Important Links/Noteworthy Stuff:
(Place links to all of the logs/leads/pages that you looked at during troubleshooting and make note of what seemed off during your testing)

Questions:
(List any questions you or the clients might have here)

General Guide to Troubleshooting Before Escalation

The first step in troubleshooting is always to check the documentation available to verify that the issue occurring is not expected behavior or that the client is using the system as intended.

When a client reaches out for support, gathering critical relevant information up front will streamline troubleshooting including the following:

Operating System: Desktop (Windows or Mac) / Mobile (iOS or Android)
Browser: (Chrome, Edge, Safari, Firefox)
Network: (Wifi, cellular, and is the issue only occurring on one network?)

1. General Information Gathering

- What specific feature or part of the platform are they experiencing issues with? (CRM, Drip, Website, Site Backend, etc)
- Describe the steps they took before the issue occurred. For example, if they are having issues with Follow-Ups are they accessing the follow from the lead page or from the dashboard?
- Are you receiving any error messages? If so, what do they say?
- When did the issue first occur? Has it happened before?
  Have there been any recent changes (e.g., software updates, different computer/phone, user permission changes)?

2. User Environment

- Does the issue occur on multiple devices or browsers?
- Have they cleared your cache and cookies, or tried using incognito mode? (See Additional Information below section: Clearing Cache and Cookies).
  - Please have them do this on the call with you do not just accept "I already did that".
- Check for Browser Updates: Ensure the user is on the latest version.
- Browser/Platform Restart: Have the user close and reopen the browser.
  - Please have them do this on the call with you do not just accept "I already did that"
- Does the issue occur on multiple user logins / multiple platforms
  - Are you able to replicate the issue through their system? Are you able to replicate their issue through your test site/system or TotallyNotRealGeeks? (If so provide links. For example, if you made a test lead provide the link)
    - Able to reproduce, do a screen recording and attach it to the escalations ticket to clarify the steps taken for the problem to occur.
    - Unable to replicate the issue on your system. Hop on a zoom with the client to verify how it is occurring and screen record it to clarify how the issue is occurring
  - Ask for help or a second pair of eyes in the Support Channel?

3. Permissions Issues:

- Make sure the user has permission for the action they are attempting on the login they are using.
  - For example they will not be able to accept the Terms for the Facebook Tool if they do not have permissions to use the Facebook Tool.

4. Integration Issues

- Are they a site owner or an admin in the CRM? (only applies to some integrations)
- Have they made any changes to their password or login email?
- Are they receiving errors when trying to connect to integrations?

Checking if There is an Existing Story

Even if this is a known issue and a story is created for it please make sure that you get examples about the issue (leads it's occurring to, etc) before escalating. Reach out to the Escalations team member to verify if there is anything specific they need as examples.

Go to the Technical Escalations Stories Spreadsheet or the #story-tracker Slack channel and verify your ticket matches the description of the existing story. If you are unsure it is the same issue reach out to the assigned Escalations team member.

Adding your Ticket to an Existing Story

Within the Technical Escalations Stories Spreadsheet click the "Upvote" option next to the story and enter the full Zendesk link to the pop-up box > click ok:

On the next pop-up enter the UUID and click ok:

If you get error on UUID look for the other ticket associated with the company within the Tickets Entered column and let the client know that we already have a report of the issue from their company and you are merging the ticket:

Do not modify the sheet - reach out to Joel if you do accidentally

Flow of an Escalations Ticket

Additional information

Clearing Cache and Cookies: Use the Macro to send the following to the client if they need instructions. Titled: Clear Cache Instructions