---
title: Routine and Check for Support Operations
description: "Objective: The purpose of this document is to outline the Product Support process for when a customer/POC raise an incident, issue, question or change request. Reporting Issues / Submitting Requests : LeadSquared provides complete customer support ..."
url: "https://supportb.kinsta.cloud/docs/routine-and-check-for-support-operations/"
updated: "2023-07-31"
category: SOPs
---

# Routine and Check for Support Operations

Objective: The purpose of this document is to outline the Product Support process for when a customer/POC raise an incident, issue, question or change request.

Reporting Issues / Submitting Requests : 
LeadSquared provides complete customer support 24\*7 for all customers. The technical staff uses a ZohoDesk Platform to manage incident, issue, question or change request raised by customers. Reporting to LeadSquared can done any/all of the following options: 

1. Portal: [https://help.leadsquared.com/](https://help.leadsquared.com/)
2. Email: [Support@leadsquared.com](mailto:Support@leadsquared.com) 
3. Chat: From client's LeadSquared account. 
4. Phone: 

<< Daily Checks and routine >>
Objective is to highlight some key routine and checks at start of the day. A Support engineers is expected to cover highlighted points in his routine but should be not limited to it.  

      Personal Desk Routine:

1. Check-in to your HRBP portal to mark your attendance. 
2. Check and respond to your emails first. \[Emails are our lifeline :)\]
3. Go through previous days tasks to records the progress and create task list for today. 
4. Try to collect points to ponder in daily stand up. 

Support Desk Routine: 

1. Check-in/login to your Support Desk (Zohodesk) and make yourself available to receive tickets and Chats. 
2. Find any open tickets and reply with the necessary details or queries. \[Including tickets from handover\]
3. Go through on hold tickets to follow up with internal teams \[Dev, PS Dev, CS, PS, EE, Billings (O2C), Etc...\]
4. Check your cases that are older than three days and give them higher priority to be resolved. You can work in the Zoho view "[3Day - Cases](https://desk.zoho.in/agent/leadsquaredmarketxpander/product-support/tickets/list/3day-cases?view=classic)".
5. Make sure you attend Zoho chats while focusing primarily on tickets. 

Support Desk Checks: 

1. Before requesting more information, be sure you have read the whole email, including any trailing emails.
2. Try to provide a good justification for your requests, especially when you are reiterating your requirement for additional investigation or continuing to search.
3. While writing your email, exercise professionalism and courtesy.
4. Try to make a professional connection with client side POCs, it will not only help you obtain testimonials and feedback surveys, but it will also enable you to better understand their operations, culture, and psyche—all of which are crucial lessons and pillars on the path to leadership.
5. Check to see if your tickets are aging above 3 days. Closure within the first three days is sweet, but closure on the first day is a complete dessert.
6. Make sure you correctly fill in ticket transitions, you have get it Inaccurate at first, you can always change/ update it upon closure. 

Support Desk Ticket handing procedures: 
Different tickets require different handling techniques. Following points are the classification of tickets from a broader perspective. While engineers are expected to adhere to these guidelines, they should not be constrained by them. 
They believe that in our world, magic happens when flexibility, imagination, and invention comes together.

1. Inquiry / Query/ Question : A question about the feature, Use case, service, billing, etc.
2. Incident (Stuff is broken!): An unplanned interruption or reduction in quality of service or SOS, either discovered internally by LeadSquared employees or reported by a customer. These are mostly P0 issues. 
3. Service Request (Help me with my stuff!) : A request for services, simple training, minor changes in established process, 

1. Problem (Unexpected behaviour!) : A recurring incident that has been experienced on multiple occasions. 

Please review this document and help me with your comments, suggestions, or questions.