FREQUENTLY USED WEBSITES

• Stova
• Google Translate
• Master List - will email employee a link with permission to view

TIMELINE

• Event Support kick off
• Website/registraton launch
• Internal Pre-Con
• Internal Post-Con

QUICK LINKS

• Teamwork Desk SOP

Teamwork Desk SOP 

TEAMWORK DESK STANDARD OPERATING PROCEDURE

Daily tasks

• Check all inboxes for new messages and assign the ticket to yourself
• Work through the ticket referencing the Event Support Reference Document for the event
• If a question comes up that is not referenced on the ESRD or the event website, tag the Event Coordinator using @NAME
  • Place the ticket on Hold if you’re waiting for an Event Coordinator/Flight Coordinator response
• Go back and review any On-Hold tickets and try to move those forward by following up with the support staff you’re waiting on
• Check any tickets that are Waiting on Customer. If they are more than XX days old, follow up on the ticket and ask if they received your last email and see if you can help move that ticket towards Solved.

Status protocol

• Active
  • A ticket is ready to be worked on
• Waiting on Customer
  • A ticket has been responded to and you’re waiting for a reply from the attendee
• On-hold
  • Manually placed on hold because it is waiting on additional information
• Solved
  • Five business days have passed without further communication
• Closed
  • Solved, and the program has been closed
• Spam
  • If a ticket comes in that is spam, use this status

Tagging support staff in Note

• When you require additional information that can’t be found in the Event Support Reference Document (ESRD) you can use the Note section to loop in additional support staff (flight coordinator, event coordinator, or event tech). First reference the Master List to see who is assigned to the project to make sure you’re tagging the right person. Use the @ sign to start tagging and then click on the name of the person you’d like to tag when the names pop up. If you do not click the name of the person, it will not properly tag then and they will not receive a notification to respond.

• Once you tag someone for additional information, place the ticket On-Hold until you receive a response back
• Depending on response time for all parties involved, you may need to respond to the initial ticket to let the attendee know you’re looking into this and will respond soon. Example response below:

Thank you for contacting event support. We are looking into your query and will respond soon!

Determining who is assigned to an inbox

If you are trying to tag someone on a ticket but can’t find them when using the @ sign, you need to check to make sure they’ve been added to the Inbox permissions.

• Start by clicking on the People tab

• Click on the employee you’d like to check inbox permissions on
• Click the Inboxes tab:

• A list of inboxes will appear that they’ve been assigned to. If you scroll down, it’ll show ones that you can add them to. Simply click the + sign to add the inbox to their list:

Creating canned responses

A canned response is a pre-written email that can be added to a ticket response with a quick click. To create a canned response, you must first go to the inbox settings.

• Click on your name
• Click Settings
• Click Inboxes
• Select the inbox you’d like to add a canned response to

• When creating a canned response, you need to determine if this is specific for this client and this inbox or if the canned response can be used across all inboxes.
  • If you want it to be shared, click the shared button. If you want it to be inbox specific, do not click shared:

• To add a canned response, click the + Add Canned Response button
  • Name the canned response what you’d like to show in the quick menu (ie Additional Guest pricing, Extension night pricing, Adding a Comp Guest, Adding a 3^rd/4^th guest)
  • In the reply section, build what you’d like the canned response to say. Be sure to keep the formatting consistent with our branding standards. If you need anything proofed, simply ask Courtney and she’ll happily take a look at it before it starts getting used.
  • You’ll need to proof any canned response with Jo/Courtney/Suzette Rahn before using it.

Setting up an Auto-Reply

An auto-reply is a pre-written email that automatically sends out whenever someone emails the event support inbox. This is not turned on by default because we don’t want people to receive an auto-reply if THEY have an auto-reply on their email. For example, if an attendee registers and receives their confirmation email but they have an auto-reply on their email for vacation, we don’t want them to receive an auto-reply from us about creating a new ticket based on their email.

However, an auto-reply can become useful during the time of travel or if we need to share a message with a group where we are receiving a large amount of emails. Example: we were receiving a lot of emails post-travel regarding flight reimbursement. We created an auto-reply to respond to this group for a limited time.

You’ll need to proof any auto-replies with Jo/Courtney/Suzette Rahn before using it.

To create an auto-reply, you must first go to the inbox settings.

• Click on your name
• Click Settings
• Click Inboxes
• Click Auto-Reply
• Add a subject (this will show to anyone who emails)
• Add a message
• Change status to On

How to look up attendee tickets

If you need to look up an attendee ticket based off email address, you can easily do this by using the People tab. Once you click the tab, click the Customers tab within it and simply search in the search bar for the email address of the person you’re looking for history on to see all tickets associated with them.