BetterProcess HandbookBetterProcess

Daily Workflow

The daily workflow of a support team is crucial for maintaining high-quality customer service and ensuring timely issue resolution. Here is a breakdown of a typical day in the life of a support agent, including key activities and time allocations:

Daily Workflow

1. Start of Day Check-In (30 minutes)

  • Review Dashboard: Each agent checks their Freshdesk dashboard for an overview of new, ongoing, and high-priority tickets.
  • Daily Briefing: A quick team meeting to discuss any critical updates from the previous day, shifts in priorities, or special focus areas for the day.

2. First Response to New Tickets (1.5 hours)

  • SLA Review: Agents review new tickets against service level agreements (SLAs) to prioritize responses.
  • Initial Response: Agents provide an initial response to all new tickets, aiming to resolve simple issues immediately or gather more information for complex issues.

3. Review and Respond to Existing Tickets (2 hours)

  • Follow-Up: Agents follow up on unresolved tickets, providing updates, requesting further information, or giving a timeline for resolution.
  • Prioritization: Continuously prioritize tickets based on impact, ensuring that those affecting critical operations are addressed first.

4. Midday Check-In (30 minutes)

  • Sync-Up: Brief team meeting to discuss progress on critical tickets, any roadblocks, and redistribution of workload if necessary.

5. High-Priority & Critical Support (2 hours)

  • Immediate Action: Directly engage with high-priority issues, utilizing dedicated time to focus on these critical problems.
  • Internal Coordination: Work closely with the development team to escalate issues that require in-depth technical intervention.

6. Lunch Break (1 hour)

7. Ongoing Ticket Management (1 hour)

  • Continuous Monitoring: Manage ongoing tickets, ensuring that all are moving towards resolution.
  • Customer Communication: Keep customers informed about the progress of their issues, especially for longer-running or complex tickets.

8. End of Day Wrap-Up (1 hour)

  • Ticket Review: Ensure that all tickets have been updated or escalated appropriately before the end of the day.
  • Reporting: Fill out daily reports on ticket volume, resolution rates, and customer feedback.
  • KPI Review: Review key performance indicators such as first response time, ticket resolution time, and customer satisfaction scores.
  • Handover Notes: Prepare any necessary handover notes for the next shift or for agents in different time zones.

Additional Considerations:

  • Training: Regularly schedule training sessions to keep the team updated on new features, common customer issues, and effective troubleshooting techniques.
  • Feedback Loop: Implement a feedback loop with the product team to inform them of recurring issues or potential improvements identified through support interactions.
  • Wellness Checks: Include periodic wellness checks to ensure agents are not overwhelmed, maintaining a healthy work environment.