Help Desk Workflows (NWC43)

!DRAFT!

Start of your shift

Check List

• In Chrome open the following tabs: wiki.norwescon.org and helpdesk@norwescon.org inbox
• Log into Discord and ensure that your notifications for the staff server are set to '@mentions' and audible alerts are turned on
• Verify that the channels #staff-helpdesk, #public-helpdesk, #helpdesk-private are unmuted
• Log into Airmeet
• In the #helpdesk-private Discord channel put "@everyone [your name] @[your team] on-duty, anything I should know" or the like. Please keep it professional and to the point.

NOTE: see the list below for your @[your team]

Request Workflows

1. Prioritize the incoming request (see below)
2. Whenever possible, first try to send the person a link to the related webpage/wiki/knowledge base/FAQ that has their answer. IF they say that they are looking at the page/FAQ and are still lost, please offer to walk them through it.
3. Check our Norwescon 43 Help Wiki Page and FAQ for instructions, if applicable/relevant
4. Check Airmeet's Knowledge Base, if applicable/relevant
5. Try looking up their issue on Google
6. IF after a reasonable attempt you are not able to address their issue please escalate their request (see section below regarding escalating).

Incoming requests

After completing next request please use the filters below to choose the next request/person to help. Priority order for incoming requests:

Source

1. #staff-helpdesk Discord channel
2. #public-helpdesk Discord Channel
3. helpdesk@norwescon.org

NOTE: please finish the one you are working on before moving on the next. Please also do not stress over the number that may or may not be in the cue. The overall goal is customer service first, helping get sessions started and then everything else.

Type

1. Questions form Hosts that are holding up a session/panel/event
2. Questions from Hosts that are holding up a backstage/pre-session
3. Questions from Leadership (Executive, Stage Management Lead/2nd, our Productions Team Lead/2nd, other Help Desk Staff)
4. Questions about registration and/or accessing airmeet.
5. Questions about other items

NOTE: When choosing within the same listed item above (in either the source and/or type) that are the same level/tier, please use time received to break ties

Shared Inbox (helpdesk@norwescon.org)

Emails

Open each incoming Email mail in the inbox email and process as follows

1. Determine nature of request IF you are going to handle it directly, tag with 'Help Desk" and respond with template below
2. IF you are not going to handle refer them to another help desk team (see referring to another team) or an external team

Email Templates

Referrals
[Name],
Thank you for contacting the Help Desk! I have referred your question to our [team name] who are better equipped to help you with your question.
-[Your First name]

Help Desk Team
Norwescon 43 | norwescon.org/help | helpdesk@norwescon.org

Text Messages

If you get a text in the in box mention Kyle in discord.

Discord

Start with any requests in the #staff-help first.

How to escalate a ticket

Requests within Discord

Simply click 'reply' to the persons request/issue and thank the them and say 'that you are escalating their request to our tier 2 help desk team @[team]" (see lists of teams below)

Requests from other sources

Depending on the team you are sending please see the list below.

Tier 2 Teams

Tier 1 Help Desk representatives please forward any issue that you cannot resolve to the team that looks to be the most relevant to the reporting party's request/issue.

Tier 2 - Registration (@reg)

• Forward any questions/issues to this team that involve registration and/or anyone who is having issues logging into Airmeet
• IF request came in via email forward the email to registration@norwescon.org AND in Discord channel #helpdesk-private put something to the nature of @reg just forwarded an email to you at registration@norwescon.org
• IF the request came in via Discord just 'reply' to the request and tag '@reg'

Tier 2 - Airmeet (@airmeet)

Any questions that comes about airmeet after they have successfully made it into the airmeet platform and after you have checked both our Knowledge Base & Airmeets Knowledge Base

• IF request came in via email add the label 'Airmeet - Tier 2' and mark 'unread' AND in Discord channel #helpdesk-private put something to the nature of @airmeet there is a new email from [name in the to line of the email] for you
• IF the request came in via Discord just 'reply' to the request and tag '@airmeet'

Tier 2 - Conduct/Security (@security)

Forward any report of misconduct and/or violation of any of our policies including our code of conduct to this team.

• IF request came in via email forward the email to security@norwescon.org AND in Discord channel #helpdesk-private put something to the nature of @security just forwarded an email to you from [name in the to line of the email]
• IF the request came in via Discord just 'reply' to the request and tag '@reg'

Tier 2 - Discord (@admin)

If there is any staff member that is having issues with the Discord Server to this team that you cannot resolve and after you have checked the Staff Discord Tips & Tricks.

Tier 3 Teams

For the Tier 2 Teams representatives please forward any issue that you cannot resolve to the team that looks to be the most relevant to the reporting party's request/issue.

Tier 3 - Convention Master (@CM)

This is a dedicated support team for both our Registration Team and Conduct/Security Team who need help with Convention Master, please do not forward any issues to this team unless you are part of either our Tier 2 Registration and/or our Tier 2 Conduct/Security Team

Tier 3 - Airmeet (@airmeet-tier3)

These are the Event Mangers and Organizers for our Airmeet platform, please forward any issues that the Tier 2 Airmeet team cannot resolve AND/OR any request to change/update information in the Airmeet platform.
Any change to information must be authorized by the Executive (or designee) of the responsible Department