Morning Shift Playbook

If you are on the morning shift, please follow these steps:

1. Initial checks
   Go through all the views and scan through to ensure there are no sites down or leads waiting.

2. Review the CX-Support Slack Message (8:15)
   Take a look at the automated Slack message from cx-support that contains all the 2 days + tickets and see if there’s anything you can pick up or distribute to other team members. It will pop up around 8:15 every morning. Its very important to go through tickets that have waited the longest.

3. Handle Leads
   Use the lead tag and move it to FLS Leads view in Intercom in case you spot a lead
   First, assign the ticket to yourself, then add the lead tag and assign it to FLS Leads. Ask your buddy if your are in any doubt if its a lead or not.

4. Ticket assignment
   Assign tickets back to your teammates (always check Assembled to make sure the person is working that day)

5. Clear the unassigned view
   Clear the unassigned view if possible - use Spam Close or Spam Promotional macros depending on the spam ticket content
   Example Spam promotional: https://app.intercom.com/a/inbox/cipxe1hw/inbox/admin/4969062/conversation/13845000365859?view=List
   Example Spam close: https://app.intercom.com/a/inbox/cipxe1hw/inbox/shared/all/conversation/13845000365715?view=List 
   

6. Noisy Neighbours

   Make sure to pick up or distribute any NN tickets in the view. Usually, the tickets will be there in the morning (if there is anyone), due to SRE performing the action during the night. Preferably, make sure to read the NN guide here.

7. Handover Hub
   Make sure Handover Hub tickets are assigned either to yourself or a teammate. Pick them up if the US team has added them to the inbox. Some Handover Hub tickets may also come with a message from the US support team in cx-support.

8. Handling US tickets
   Before picking up new tickets ensure it’s not a US ticket (unless it is urgent, an Enterprise customer or SLA running out, just ping the US team) 
   If it is a US ticket and SLA is critical then please pick it up, reply and transfer the ticket to the US team

9. Assign tickets to the right view
   If a ticket is under the unassigned view, try to assign it to the right view:
   Use: https://www.s1.umbraco.io/admin/projects/find to search for the user email to see if they have a Cloud project
   Use: Zoho to see if it’s a partner, enterprise, end client and assign it to the right inbox

The below applies for the morning shifters and during the day for the pattern scanning, reporting and potential new issues:

• • Scan through all the tickets and identify potential patterns in case there’s a general issue that several customers are reporting. If the issue is immediate then please report to in support-umbraco-cloud or the incident button.

Morning Shift Checklist

☑ Scan all views → check for sites down / waiting leads

☑ Review CX-Support Slack (8:15) → pick up / redistribute 2+ day tickets

☑ Handle leads → assign to self → tag lead → move to FLS Leads (ask buddy if unsure)

☑ Reassign tickets to teammates (check Assembled first)

☑ Clear Unassigned view → use Spam Close / Spam Promotional macros

☑ Pick up and assign Handover Hub tickets (incl. any with US team messages in cx-support).

☑ Check new tickets → make sure they’re not US (unless urgent / Enterprise / SLA critical → reply + transfer to US team)

☑ Assign tickets to correct view → use s1.umbraco.io + Zoho

☑ Keep scanning for patterns / general issues → if urgent, report in support-umbraco-cloud or use incident button