Skip to main content

System 9: Support Operations

Role: The front line of client service and knowledge application.

1. System Purpose​

To efficiently manage client tech support requests, ensure timely and accurate resolution, and provide a structured feedback mechanism to continuously improve the Knowledge Base (KB) and course content. It ensures a consistent, high-quality support experience and minimizes agent reliance on tribal knowledge.

2. Key Components​

  1. Ticket Intake & Triage: Mechanisms for clients to submit support requests and for initial categorization and routing.
  2. Agent Workspace: The primary interface for support agents to manage tickets and access the Internal Knowledge Base.
  3. Internal Knowledge Base (KB): Centralized repository of verified solutions, troubleshooting guides, and product information, built from the "Content Engine."
  4. Ticket Resolution Workflow: Standardized steps agents follow to diagnose, resolve, and close support tickets.
  5. Escalation Paths: Defined process for handling complex or high-priority issues that require specialist intervention.
  6. Feedback & Improvement Loop: Mechanism for agents to report KB deficiencies, suggest new content, or provide feedback on existing solutions.
  7. SLA Management: Tracking and adherence to agreed-upon service level agreements for response and resolution times.
  8. Reporting & Analytics: Tools to monitor support performance, identify common issues, and track agent efficiency.

3. Tools Used (Within Current Stack)​

  • Ticket Intake & Triage: HubSpot Service Hub (client portal, email integration, live chat), Microsoft Teams (internal communication for triage/escalation).
  • Agent Workspace: HubSpot Service Hub (dashboard for tickets, integrated with KB), Microsoft Teams (for collaboration).
  • Internal Knowledge Base (KB): HubSpot Service Hub KB (publishing platform for Content Engine output), Microsoft Loop (source of truth for AKUs, linked from HubSpot KB).
  • Ticket Resolution Workflow: HubSpot Service Hub (ticket statuses, automation rules, agent notes), Microsoft Loop (linked SOPs for specific resolution steps).
  • Escalation Paths: HubSpot Service Hub (ticket assignments, team routing), Microsoft Teams (dedicated channels for escalation teams).
  • Feedback & Improvement Loop: HubSpot Service Hub (internal notes on KB articles, feedback forms linked from KB), Microsoft Planner (tasks generated from feedback for Content Engine).
  • SLA Management: HubSpot Service Hub (SLA rules, performance dashboards).
  • Reporting & Analytics: HubSpot Service Hub (built-in reports).

4. High-Level Workflow (Step-by-Step)​

  1. Client Submits Request (HubSpot):
    • Client uses HubSpot portal, email, or chat to open a support ticket.
    • Ticket automatically created in HubSpot Service Hub.
    • Initial categorization (e.g., "iPhone Setup," "Malware Removal") may occur via forms or AI.
  2. Ticket Triage & Assignment (HubSpot/Teams):
    • Agent/Team Lead reviews new tickets.
    • Assigns ticket to an appropriate agent or team based on category, complexity, and agent availability.
    • High-priority tickets may trigger a Teams notification to a specific channel.
  3. Agent Action & KB Research (HubSpot/KB):
    • Agent accepts ticket in HubSpot Service Hub.
    • Agent searches the Internal Knowledge Base (HubSpot KB) using keywords from the ticket description.
    • Accesses relevant KB articles, which contain or link to the verified Atomic Knowledge Units (AKUs) from MS Loop.
    • If a specific resolution SOP is required, the agent follows the steps outlined in the KB article.
  4. Communication & Resolution (HubSpot):
    • Agent communicates with the client via HubSpot's integrated email/chat, providing solutions, asking clarifying questions, or requesting information.
    • Resolves the issue by following KB guidance.
    • Logs all interactions and steps taken in the ticket notes.
  5. Escalation (HubSpot/Teams):
    • If an agent cannot resolve the issue using the KB or their expertise, they initiate an escalation.
    • Changes ticket status to "Escalated" and assigns to a specialist team/agent in HubSpot.
    • May post in a dedicated Teams channel for quick specialist advice.
    • Specialist takes over and resolves the issue.
  6. Ticket Closure & Satisfaction (HubSpot):
    • Once the issue is resolved, the agent closes the ticket in HubSpot.
    • Client may receive a satisfaction survey (CSAT) via HubSpot.
  7. KB Feedback & Improvement (HubSpot/Planner):
    • Agent Initiated: If an agent finds a KB article unclear, outdated, or if a solution is missing, they use a built-in feedback mechanism in HubSpot (e.g., "Was this article helpful? No -> Provide Feedback").
    • This feedback triggers a task in Microsoft Planner for the "Content Engine" team to review and update the relevant AKU in Loop.
    • Recurring Issues: Regular reviews of HubSpot support reports identify common issues lacking KB coverage, triggering new content creation tasks in Planner.

5. Detailed SOPs​

SOP: Basic Ticket Resolution Using Internal Knowledge Base​

  • Goal: To efficiently resolve client tech support tickets by leveraging verified solutions within the Internal Knowledge Base.
  • Roles: Support Agent.
  • Steps:
    1. Accept Ticket: Agent navigates to their queue in HubSpot Service Hub and accepts an unassigned ticket.
    2. Review Ticket Details: Read the client's initial request, any provided context, and initial categorization.
    3. Search Knowledge Base:
      • In the HubSpot Service Hub agent view, use the integrated KB search bar.
      • Enter keywords derived from the client's issue (e.g., "iPhone setup," "printer not connecting," "malware popup").
      • Review search results for relevant articles and troubleshooting guides.
    4. Apply Solution:
      • Open the most relevant KB article.
      • Carefully follow the step-by-step instructions or solution provided.
      • If the article links to a specific Atomic Knowledge Unit (AKU) in Loop for a detailed procedure, navigate to and follow that procedure.
    5. Communicate with Client:
      • Use HubSpot's communication tools to provide the client with the solution.
      • Confirm the client understands and the issue is resolved.
      • If further information is needed from the client, ask clear and concise questions.
    6. Update Ticket Notes: Document all actions taken, solutions provided, and client interactions within the HubSpot ticket.
    7. Close Ticket: Once the client confirms resolution or after a defined follow-up period, change the ticket status to "Closed" in HubSpot.
    8. Provide KB Feedback (If Needed):
      • If the KB article was incomplete, confusing, or if no relevant article was found, use the "Provide Feedback" option within the HubSpot KB article (or an internal feedback form).
      • Clearly describe the deficiency or missing information. This will generate a Planner task for the Content Engine team.

6. Documents to be Created​

  • Support Operations Manual
  • SOP: Ticket Triage & Assignment
  • SOP: Basic Ticket Resolution (as above)
  • SOP: Ticket Escalation Process
  • SOP: KB Feedback & Contribution Guidelines for Agents
  • SLA Document

7. Required Flowcharts​

  • End-to-End Ticket Lifecycle Flowchart
  • KB Research & Application Flowchart
  • KB Feedback Loop Flowchart

8. Dependencies on Other Systems​

9. MVP Version vs. Scaled Version​

  • MVP (Phase 1):
    • Focus on core HubSpot ticketing functionality.
    • Initial set of critical KB articles available for agents, built from prioritized Content Engine output.
    • Manual agent assignment and escalation via Teams.
    • Basic agent feedback via internal notes, manually converted to Planner tasks.
    • SLA monitoring is manual via HubSpot reports.
  • Scaled Version (Phase 2+):
    • Advanced HubSpot automation for ticket routing, SLA breaches, and follow-ups.
    • Comprehensive KB with high coverage of all common issues.
    • Direct integration or automated processes for agent KB feedback to Content Engine.
    • Self-service portal for clients (if decided in future) leveraging a public subset of the KB.
    • Advanced analytics for trend analysis, agent performance, and proactive problem identification.
    • AI/Chatbot integration for initial client support, leveraging the KB.