Support Manager Guide

Support Manager Workflow

The Support Manager’s workflow consists of the following key steps:

1. Receiving the Request: Receiving a new request from the client via email, Slack, or other messengers.

2. Analyzing the Request: Carefully study the provided information and the client’s request. If the information is insufficient, it is necessary to ask the client for clarification and specify the deadline.
   What information should be asked if it’s new project? (add checklist)

3. Request Classification: Determining the type and priority of the request. A request may have high priority and require immediate resolution. In such cases, it is necessary to reach out to Support dev – Oleksii, or Oleh.

4. Client Responses: It is important to timely inform the client about the current status of the task. As soon as the task is received, it should be immediately acknowledged

Client responses can be of several types depending on the status:

Status: OPEN – the task has just been received from the client and has not been started yet

"Thank you for providing the information. We are starting to work on it.”

"We have received your request and have begun working on it. Expect updates shortly."

"Your request has been received. We are actively processing it and will provide you with a response soon."

"We have received your request and have immediately started working on it. We will keep you updated."

"Your request has been registered. We are analyzing the situation and will take necessary actions."

Status: IN PROGRESS

"We are currently working on your task and making progress. We will let you know as soon as it’s done."

"Your task is in progress. Our team is actively working towards a solution."

"Just a quick update: your task is currently in progress. We’ll keep you informed of any updates."

"Working on it. We’ll notify you as soon as we have further updates."

"This task is currently in progress. We’ll keep you posted."

Status: ON WAITING – these messages can be used to inform the client that their task is in a waiting state, usually due to the need for additional information or input. This assures the client that the execution of their task will resume once the necessary details or actions are provided

"This task is currently on hold and awaiting further information. [Specify the needed information]"

"Just a quick update: your task is in a waiting status as we await additional details. We’ll keep you posted.”

"We wanted to let you know that your task is currently on hold. We’ll proceed as soon as we receive the necessary information."

"Your task is temporarily on hold as we require additional input. We kindly request your prompt response to proceed further."

"We apologize for the delay. Your task is in a waiting status while we await clarification. Thank you for your understanding."

"Your task is currently on hold pending a response or action from another party. We’ll keep you informed once we have an update."

Status: DONE – the task has been successfully resolved and is ready for review or handover to the client

"Great news! Your task has been successfully completed. Please review the results and let us know if you have any further questions."

"We’re pleased to inform you that your task has been Done."

"Your task has been successfully resolved."

"We’re happy to inform you that your task has been completed. If you have any follow-up inquiries, don’t hesitate to contact us."

"Good news! Your task has been finalized and is now Done."

"We wanted to share that your task has been successfully finished."

5. Requesting task creation to the developer: Create a task in Jira. The title should concisely convey the task’s content, and the description should include details and additional materials.

• Task Title: The title should be clear, specific, and reflect the essence of the task. Use a short and informative description to ensure an understanding of the task’s purpose.

• Task Description: Provide a detailed description of the task, including context, goals, requirements, and expected outcomes. Specify what needs to be done, preferably breaking down the task into subtasks for clarity.

• Priority: Set the priority of the task to reflect its importance compared to other tasks. This will help the team understand the urgency and criticality of the task.

• Components and Labels: Assign relevant components and labels to the task to easily classify and group tasks based on specific criteria. For example, labels can indicate a specific module or functionality of the system.

• Assigning Assignees: Specify the responsible assignee who will work on the task.

• Estimation and Deadlines: Provide an estimate of the time required to complete the task and indicate any deadlines, if applicable.

• Attachments: If necessary, add attachments such as files, screenshots, or additional materials that can assist in understanding and executing the task.

• Comments: As work progresses on the task, add comments with updates or share additional information that may be useful to the team.

• Related Tasks: If the task is related to or dependent on other tasks, provide relevant links or relationships to ensure work integrity.

6. Task Tracking: Keeping track of all relevant tasks using a convenient method to ensure nothing is missed and to verify that all requests have been received and processed. Listing all relevant tasks for the developer, specifying deadlines, and attaching a link to the Jira task. Using a prioritized list to track high-priority tasks, notifying the developer about them, and providing status updates to the client.

7. Problem Resolution: If the request requires deeper analysis or collaboration with other departments, it is necessary to consult other project managers or technical specialists and discuss the issue collectively. Additionally, using tools like Project Passport or Time Doctor, it is possible to see who previously worked on the project and seek their assistance.

8. Closing the Request: When the client’s issue is fully resolved or the request has been processed, it is necessary to inform the client about the task’s completion and, if needed, request feedback.

9. Report Generation: Weekly, sending a report listing the week’s tasks, including Jira task links, status, actual task estimation, total time spent, and a brief comment.

Typical Workday

• The workday begins between 9:30-10:00 in the morning

• The first step is to check with the developer for the status of previous tasks and deliver them to the client. New requests need to be logged into the appropriate project in Jira and notify the client that it has been received. If the request is incomplete or the task is unclear, it is necessary to ask clarifying questions and inquire about the deadline

• Requests can be of several types:
  – Adding a new element or page. If there is no design, it needs to be requested
  – Fixing an error. It is necessary to inquire about how the error occurred and provide screenshots
  – The task for estimation
  – Quick question
  – Plugin and WP updates
  It is important to understand the essence of the task oneself

• The project may be new to me and has been worked on by other developers in the past. To quickly learn about the website and the nature of the work, previous conversations about the project can be reviewed, or Project Passport can be opened. Alternatively, discussing it with the previous developers is also an option.

• The created task should be assigned to the appropriate developer for estimation as assigned to you in workload 2023. This estimation should be provided to the customer with approximately 30% additional time added. If the assessment is approved, you can begin the task.

• Always contact the Support Dev – Oleksii at first. He’ll decide if he should work on that task or assign another dev to do it.

• As soon as the task is assigned to the developer, it is necessary to ask them when they can work on it if there was no deadline provided by the client. The agreed deadline should be communicated with the client. Repeat this process for each new request.

• When multiple tasks are in progress or under negotiation, and there are many messages being exchanged, it is advisable to mark them as unread or archive them to easily refer back to them and avoid losing track. Response delay should not exceed 1 hour. If the developer is not responding, notify the client so that they understand their request is not forgotten.

• If there is a high workload, it is important to inform the client about it and provide an approximate time when we can start working on their new request.

• If it is necessary to be away from the workstation for more than 1 hour, notify your team lead. If it’s less than an hour, update your profile status.

• Towards the end of the work day, summarize the unfinished tasks and determine which tasks can be started the next day. Send this list to the relevant developer. If the developer cannot complete the task within the specified time, notify the customer.

Rules for successful support:

1. Knowledge transfer from the Project Manager (PM). The PM will remain available in the project chat for a certain period of time and will provide assistance upon request regarding project understanding and new tasks related to it.

2. Work organization. Maintain a personal list of all active tasks with comments, noting when and how responses were provided, as well as when updates are required.

3. Clear task communication. For both developers and support managers:

• Ask additional questions to clarify the issue for the client (e.g., browser used, conditions under which the bug occurred, screen recording/screenshot).

• Provide a structured description of the ticket in JIRA (QA – reproducing tasks).

4. Timely response to tasks. Acknowledge receipt of the ticket promptly by sending a message or reaction at that moment.

5. Timely updates. Proactively provide updates on the status of the ticket instead of waiting for the client to inquire. The first update should be within an hour of receiving the ticket, followed by subsequent updates at increasing time intervals (e.g., one day, two days).

6. Process urgent requests outside of working hours if the client specifies it as "urgent".