Custom code flow

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Handle custom code requests


Predefined messages


Custom Code FREE - pre-defined messages


Diagram


https://lucid.app/publicSegments/view/3e78c048-e018-413e-a36f-244786c19509


For Frontline


  • Receive Requests on Crisp:


  • Tag each custom code request with freecustom.


  • Handle Custom Code Requests:


  • Requests < 30 Minutes or within your ability:


  • If the request can be completed within 30 minutes and is within your expertise, handle the request directly.
  • Notify the customer of completion
  • Log the custom code details in the ticket note, including:


  • What code was added and where it was added.


  • Requests > 30 Minutes or out of your expertise:


  • Post the request in the Slack group #sht-support
  • Use predefined messages to buy time
  • During Business Hours:


  • If the TS team accepts the request, notify the customer of the estimated completion time using a predefined message, and log the information in columns A-F of SalesHunterThemes: Store Customcode
  • If the TS team declines, inform the customer of the reason (provided by TS) using a predefined message, and log the information with Status as "declined" in columns A-H of SalesHunterThemes: Store Customcode


  • After Business Hours:


  • Post the request in Slack, and the TS team will directly manage customer updates for these cases.


  • Notify Completion:


  • If the request is completed within your shift, notify the customer directly.
  • The TS team will handle customer communication if the estimated completion time exceeds one shift.


  • Customer Communication:


  • When sending the code, inform the customer of the location where it was added.
  • Remind customers that upgrading their theme will remove custom code, and advise them to save the code. Encourage them to reach out to support if they need to reapply it.


  • Request a Review:


  • Follow the “Asking for Reviews” guideline to request customer feedback after completing the service.


For Technical support


Handle Feasible Requests:


  • Time Estimate:


  • For requests estimated to take less than 30 minutes, proceed directly without creating an issue.
  • For requests requiring more than 30 minutes, create a Jira issue to assign tasks.


  • Notify the FL team of the estimated completion time so they can update the customer.


After-Hours Requests:


  • Post updates on Slack and TS directly manage customer communication (the FL team will assist if available)


Notify Completion or Delay:


  • The TS team will handle customer communication if the estimated completion time exceeds one shift.


NOTE


  • Turn on notifications from the SalesHunterThemes: Store Customcode file to receive updates on new requests.
  • Review the feasibility of each request based on technical capacity and resource availability.
  • Check tag dev + freecustom daily


Knowledge Management:


  • Save all completed and pending custom code requests in the Custom Code file for future reference and to build a database of commonly handled requests.


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Updated on: 13/12/2024

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