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Routine and Check for Support Operations

4 min read

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/
  2. Email: Support@leadsquared.com 
  3. Chat: From client’s LeadSquared account. 
  4. Phone: 
    1. North America Sales: +1-732-385-3546
    2. India Sales: (+91) 90191 72733
    3. India Support: 080-46801265

<< 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“.
  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.

    1. These are very simple tickets, which can be closed in first response with properly commented screenshots, help articles and explanations. 

  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. 

    1. We must follow the sequence for these tickets. 

      1. Connect the dots/ issues: Try to connect recorded issues that occurred in the same timeframe to form a clear picture by connecting the dots.
        Ex. Opps and Slowness on advance search on manage leads/activities page and the delay in automation execution may have happened as a result of RDS load.

      2. Logging: Send an email or a ticket to the appropriate team or department to report the incident.

      3. Prioritization: Prioritize these tickets such that the first response can be sent out and the investigation can start concurrently.

      4. Investigation: Your investigation needs to be continued, while you provide details and progression to the concerned team.

      5. Communication: To save time typing remarkably similar content for each ticket, template your responses for a given issue.

      6. Resolution: Before informing the client about the resolution, reproduce and confirm it. Make sure you obtain the client’s confirmation as well.

      7. Review & Closure: Examine the confirmation and resolution of the issue, and get the RCA to ensure that it doesn’t happen again. 

    2. Make it a habit to send out progressive updates in chunks to client if the resolution is suppose to take more than an hour. Feel free to use following metric plan your update emails to the client.
      Expected Resolution/ TAT time to fix the issue
      Gap between progressive updates
      > 1 Hour to < 4 hours
      Every hour
      > 4 hours to < 12 hours
      Every 2-3 hours
      > 12 hours to < 24 hours
      Every 4-6 hours
      > 1 Day to < 3 days
      Every day
      > 3 days to <7-10 days
      Every 2 days

  3. Service Request (Help me with my stuff!) : A request for services, simple training, minor changes in established process, 

    1. Handle these tickets over the call; this is a good chance to network professionally with client side POCs and collect testimonials and feedback.

    2. If any training-related request is anticipated to need more than an hour of your effort/time, you may ask CS for assistance.

    3. If any of the service requests is anticipated to take longer than an hour of your effort/time to complete, you may ask CS for assistance.

    4. While soft migrating your ticket to CS, PS or any other team.

      1. Be sure to send them a personal email from the ticket copying with all internal (LeadSquared) POC for the given tenant. [Use the email forwarding option].

      2. Email the client to let them know the project has been forwarded to the concerned team, identifying yourself as the person in charge to getting it done and introducing the person who will finish the task with a TAT.

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

    2. Handle them as an incident and try to determine whether it’s a true bug, a product issue, or perhaps a configuration mistake.
    3. If there are any bugs or issues with the product, submit a dev ticket and try to receive an ETA. Then, update the client with the ETA plus a 25% buffer.
    4. In case of configuration errors, describe the pointers that were missed.
    5. Do not change the current setup if it is not absolutely necessary to meet their expectations (Automation, portal, etc…). Make a new or clone setup instead and ask the client to confirm and verify it over an email before you or the client make the setup live.


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