Overview
There may come a time when you’re working with a customer (email thread, video call, etc.) and need to loop the Support team in for technical assistance. This guide will provide a checklist and best practices to help ensure the customer gets taken care of as quickly as possible.
Regardless of the issue or question, all cases that you want Support assistance on must be in Zendesk or it won’t be tracked and worked on. This is achieved by sending an email to support@gem.com or by using our website’s Contact Us form.
Adding Support
You can choose from one of the methods below to create a support ticket in Zendesk:
- Forwarding an email thread to support@gem.com
- CC’ing support@gem.com
- Opening the Success Center and using the Contact Us option
Checklist
There isn’t anything that Support can’t ask the customer later on if you don’t include certain pieces of information initially, but it may help to speed things up and prevent unnecessary back-and-forths if it’s provided earlier on in the conversation.
- If multiple people are in the thread, make it clear who the person having an issue is
- What is happening and what should be happening instead?
- List any troubleshooting steps that you or the customer has already tried so Support doesn’t waste the customer’s time
- If you already have any of these, include:
- Screenshots (double-check attachments in your composed email)
- Link to whatever it is the customer is having trouble with
- Any relevant files or other attachments (ex. CSV for bulk-upload issues)
Best Practices
- The earlier you send tickets over to Support in the day, the more likely it will be looked at the same day.