Here are some common tips, tricks, and reminders for Tier 3 support. These aren't "official policy" per se, they're just a collection of useful tidbits to help do the work faster whenever possible.
Zoho tips
- How to merge a ticket
- How to create Zoho shortcodes
- Note: We use the term 'email' and 'comment' in a support context interchangably, zoho does not.
Third-party comms
- See https://www.ownerrez.com/support/articles/T2-Guide#partner-tickets for a guide to reaching out to third parties.
- Some third parties (Vrbo, for example) use support systems which don't preserve CCs on an original message (e. g. ccs to dev@ownerrez.com) - please check and ensure these don't get dropped
- It's important for the dev email to always be CC'd so that an engineer who takes over T3 from you has context
Working tickets
- A customer is likely to notice the difference between taking 30 minutes to reply, and taking 3 hours to reply... but they are less likely to notice the difference between 3 hours and 3.5 hours.
- This is why it's a good idea to knock out the easy resolutions first, when possible.
Talking to customers
- Avoid promising customers anything