UPDATED! How to Use HelpScout

HelpScout Overview:

Check the inbox in HelpScout - you should be able to see them in the right side menu bar: [email protected].
After clicking on either of the inboxes, you should be able to see unassigned conversations, as well as any open (not yet resolved) conversations.
The mine menu will show you any conversations that are currently assigned to you.

To save on user subscription costs, we use two logins as a team in Groove:

Universe Engineering Support - [email protected]
- Assign open conversations to [email protected] when they need to be investigated or resolved by engineering on-call.
Universe Ops Support - [email protected]
- To assign to the Ops team to communicate with the client or close a ticket, assign to [email protected].

Check the HelpScout inboxes first thing in the morning and last thing before logging off for the day, to make sure all open conversations are being addressed and the client has been communicated to.

On-call conversations should ONLY be held within the HelpScout platform. Do not respond to support requests from your own inbox, as the conversations cannot be tracked. If someone emails you directly, make sure to CC or forward the conversation [email protected] to better track the ticket in HelpScout
HelpScout integrates with Slack to let us know when a new conversation has been started. Keep an eye on #client-support for new issues, then log into HelpScout to respond and address them. If you want to discuss an issue with the team, you can start a thread under the post in #customer-support.
Tag issues according to their category or what part of the app they occurred in by using the tag button at the top of a conversation. This helps us with support reporting and analytics.

Close tickets in a timely manner. We have a KPI goal to always continue to decrease our TTR (Time to Resolution). When an issue is resolved, and we’re sure it is resolved (and have checked in with the client to make sure), close the ticket as soon as possible.