In Support, we consider Zoho to be our single source of truth when it comes to customer information and knowledge on what level of support they’re entitled to. Generally, SUITS updates information in Zoho. Growth team makes sure this information is translated to Intercom tickets correctly, and Customer Success has access to edit information in the system.

What do we use Zoho for in Support? 

When looking for information on support levels, please refer to the following sections in Zoho: 

1. Support Plan indicating the support level.

2. Deals more details on what has been agreed with the customer and what they’ve paid for.

3. Invoices show what services the customer has paid for.

4. Notes for any additional information about discussions with the customer.

5. Lastly, if any further questions regarding the customer, contact their Account Owner at Umbraco.

In some cases, we have cases where our customer support another customer and wants a specific support level for a specific project. 

Let’s say a Gold partner purchases Enterprise support for a project. 

In Zoho, this works by adding the specific project to “Supported Projects”. The project will then be visible in the Gold partner’s account as a supported project and Support will be able to handle the specific project accordingly, both in relation SLA and customer support level. 

Direct Line is a tool for the Platinum Partner to go straight to our 2nd Level Support with a specific case. 

This has been added as a workflow in Intercom by Growth team. This workflow will tag the ticket as Direct Line - 2nd level and escalate it to 2nd level. 

If 2nd level support deems the case as something which needs to be handled by 1st level, it will be sent back with the tag Direct Line - 1st level return. This will send it back to 1st level support, in the correct partner channel for 1st level support to pick up. 

In Zoho, whether a partner has access to this feature, can be found in their partner profile under Details → Support Information → Access to Second Level: 

In the scenario that a partner has projects which are hosted on-premise (elsewhere than Umbraco Cloud), they can purchase full support for specific domains.

Only then can Support help sort out issues on an on-premise project. 

This information can be verified by asking what domain the issue concerns and checking this in Zoho on the specific customer under “Supported Domains”: 

Another option is to check under the section “Supported Projects” - if the project is there, it is supported:

In general, you contact Support via the chat support on either Umbraco.com or our Cloud platform. 

The general recommendation is for the customers to contact us via the Support chat, while logged into the Cloud platform. 

This way, we get the most data on the customer and can better help them, if need be. 

We can determine support level and other measures much faster, as the system can match the user with what is written in our one single source of truth, Zoho. 

If the customer does not have an account, they should make one.