How to reply to Help Scout support ticket

Accessing Helpscout

• The PicassoMD team member assigned to assist with technical support will need to be invited by their manager to the Help Scout platform for PicassoMD. 
• Once a user from PicassoMD has been invited to Help Scout, you will receive an email (image below of Welcome to the team! email)
  

  

• Complete registration to Create a Password for your personal Help Scout account. Save your email and password for access to Help Scout in 1 Password. 
• Once registered, you’ll see a profile icon in the upper right that looks like your circled initials. From the profile icon you can open and adjust your profile settings. 
• You will see options to enter your Name, Email, Job Title, Timezone and Format and add a Profile photo. At this time, we recommend adding your first name and professional title from PicassoMD only.

Responding to User Support Tickets

• Senior Provider Liaisons manage the queue and reply to technical support inquiries with additional support from the Clinical Operations team if Senior Provider Liaisons are out of office or unavailable. 
• The SLA (service level agreement) for replying to a ticket is within two hours during business hours, but we strive to respond as fast as possible.
• Team members are notified of the support ticket on our slack channel, titled #tech-support. 
• All new and updated Help Scout technical support inquiries are viewed from this channel so it is recommended to have slack on your mobile device, as well as desktop for quick viewing. The slack channel will notify you of the new inquiry, but you cannot reply directly to our user from slack. To reply to a user, you need to log into Help Scout on mobile app or desktop. 
• When you begin managing the support ticket in Help Scout, add a checkmark reaction to the slack message by hovering over the  “add reaction” icon and choosing “white check mark in a green box” so that other users know that you’ve got it. (See below)
  

  

• Upon notification of a new message on the slack channel, #tech-support the PicassoMD team member will log into Help Scout to address the issue directly with the user. Help Scout can be accessed via desktop and mobile app (downloaded from app store.) Help Scout web login is here. 
• Below is an example of New Conversation in Help Scout as displayed in the slack channel. Slack shares date and time of conversation and body of message.
• Upon notification of a new message on the slack channel, #tech-support the PicassoMD team member will log into Help Scout to address the issue directly with the user. Help Scout can be accessed via desktop and mobile app (downloaded from app store.) Help Scout web login is here. 
• Below is an example of New Conversation in Help Scout as displayed in the slack channel. Slack shares date and time of conversation and body of message.
  

  

• Quick recap: 
  • Slack notification in #tech-support > Add green check to signal ownership > Log-in to Help Scout Dashboard
• Below is the Help Scout dashboard view upon logging in as a user
• At the top of the Help Scout dashboard are the following menu items. 
  • Mailbox, Docs, Reports, Customers, Manage
• Underneath the words PicassoMD Dashboard, there are three columns. The left column with a blue banner titled Support is the Mailbox. This is where you will spend the most time addressing user technical issues. 
• Clicking Support will take you to the mailbox. 
  • The far left designates folders within the Support mailbox: Unassigned, Mine, Assigned, Closed, Spam
    

    

• Any active conversations will appear to the right of the Support menu, like the above example from Customer, Aspark|Engineering and Car Manufacturing. The Conversation displays a title and on the far right shows Number and Waiting Since in days. Note when you reply to a Conversation on behalf of PicassoMD, the email associated with the shared message account is support@picassomd.com
• From this view you can simply click on the Customer or Conversation within the thread to access the body of this support ticket. Example is below with the message body displayed. Noted on the far right a green box showing this conversation is ACTIVE, below this designation is the date and time sent.
  

  

• After reviewing the body of the email you can now reply to the user to troubleshoot their concerns. Below is an enlarged view of the menu of action items you can use to reply. 
• Above the Conversation title there are action icons with image shown directly above this bullet
• • Reply
    • Click reply when ready to respond to the user for more information or with a solution
  • Note (n)
    • Add notes including documents and links to current Knowledge Base articles. See image below of Note display. From the Notes feature you can search the current PicassoMD Internal Knowledge Base to add links to our library of articles to reply within a support ticket. 
    • 
  • Assign (a)
    • Assign to specific PicassoMD team member to manage
  • Status (s)
    • Options include Active, Pending, Closed, Spam
  • Tag (t)
  • More Actions (m)
    • Options include Follow, Forward, Toggle Docs Search
• A Conversation in Help Scout should remain Active until the support ticket is truly resolved, simply sending the user a Reply does not mean it is Closed. Only when an ongoing issue is fully resolved (e.g. customer can log in successfully, PicassoMD team member has adjusted user's request in our dashboard (amended their personal information, removed staff member) can you let the user know the issue is resolved and comfortably put the conversation in Closed.