Custom code flow

Handle custom code requests

Predefined 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.

Updated on: 13/12/2024

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