All support calls automatically forwarded as a voice mail to
FogBugz as we rarely answer the support phone directly. This is done to provide a measure of triage on incoming calls. However, customers who call support are to receive first priority for support and call-backs; as their problem is likely to be more urgent.
Preliminary Procedures
Listen to the voice mail in quicktime and do the following with it:
- Determine the approximate customer requirement in the voice mail and put a synopsis in the FogBugz description field.
- Copy the phone number to the description field and/or alter it to math the voice mail. Sometimes the incoming phone number identified by the phone system is the customers switchboard
- Change the title of the voice mail to something meaningful indicating the topic area that the customer called about.
- Find the patron in Daylite and put their primary email address into the correspondent field
- If you think you know roughly what it might take to resolve the problem, place an estimate of time
- Assign it to support (generic), or a particular person on support that day.
- Assign a priority to it.
- Check to see if the customer also sent and email on the same subject and then link that incoming email case to the phone case
- Add the version number and computer OS to the boxes if known
Response Procedures
- When a problem is assigned to you, do any specialized research required on the problem so that you are ready to deal with the call. Call the customer back, or if the answer is explained directly in our support site, email the customer with the support link and then follow up in short order to discuss the email link.
- Generally, phone replies are for questions that we think can be answered in ten minutes or less.
- Anything requiring longer explanation should be scheduled for training and/or for a specific time period. If that is the case, contact the customer right away, explain that it is a probably long response requiring concentrated 'quiet' time and arrange an off peak or appropriate time that meet the needs of both the customer and Arts Management. Generally, mornings appear to be best.
- If the problem being reported is likely to take a long time and requires further research, advise the customer of the time you will get back to them with the probable answer.