This document is intended as a quick reference and guideline for our communication here at SignEasy. It is not intended to be comprehensive or to be set in stone. In any communication scenario, use your judgment, and remember that we all have unique personalities, and bring unique talents to the process.

These are not intended to constrict the unique aspects we each bring. If you have any ideas for changes, or additions, don’t hesitate to add a comment or message me.

Support KPIs

  • Response Time - <.5 hours average
  • Resolution Time - 10-15  hours average. The result should consistently fall on the lower end of this spectrum as these are averages.
  • First Contact Resolution of 70% or higher
  • Support Score - 90% or greater.
  • 50% or more of tickets should be answered in <15 minutes
  • 75% or more of tickets should be resolved in <5 hours
  • Overall Ave. Response time - <1 hours

Ticket States and Categories

  • Open - Any ticket that is waiting on agent activity or action. This is the basic state of all new tickets, and the state assigned to a ticket when a customer responds.
  • Waiting on Customer - Any ticket that is waiting on customer response.
  • Resolved - Any ticket that has been confirmed (or there is reasonable cause to assume) to be resolved. Use this state for the following cases:
    • Customer question about specific use or menu item. Ensure you have reasonable cause to assume that one response is sufficient.
    • Customer reported issue that has been confirmed as resolved. In this instance the customer has responded to confirm the resolution.
    • Customer requests deletion, and we’ve completed the request.
  • Closed - Any ticket that is completed, but doesn’t have confirmed resolution or never received response from the customer. Use this state for the following cases:
    • Ticket does not require response, but is maintained for history. Most commonly this is the case with customer responses to onboarding emails that don’t require a response (note that most of the onboarding emails include a ‘Let us know if you have questions’. To respond with basically the same message is redundant, so just close the ticket.
    • Ticket has been answered by an agent, and we’ve sent at least 1 follow up, but the customer has not responded.
    • Blank emails that have not received customer clarification. Always respond requesting customer clarification, but close the ticket if they don’t respond.
  • Pending - A ticket that is being investigated, actively looked at by another team, or waiting a fix/customer update that will take more than a week but less than a month.
    • As much as possible, avoid using this category to keep long term issues at a minimum

Ticket Info

This information should be included with every ticket without exception for tracking (these are required fields). Some of it will be automatically gathered by Freshdesk.

  • Device type - for tracking and troubleshooting
  • Category and sub-category - this will help us to meta-categorize tickets and troubleshooting information
  • For any ticket marked Product Support, include the OS type. This will let us track issues as they arise and the commonly affected platforms
  • Plan Type

Ticket LifeCycle Process

  • Read the ticket carefully to ensure you understand the question
  • Lookup the account on the admin page to fully understand the user history and account status
    • For account management questions, be sure to check the transaction history (trial history, purchases, platform, and account verification/creation/modification)
  • For product support tickets, check the use history, document type, recent upload and signature activity, etc
  • When appropriate, replicate the customer behavior (usually for product support or how-to questions) to ensure you understand fully the steps and question (sometimes your memory of app behavior can fail)
  • Type out your reply, then re-read the customer question to ensure you’ve addressed it sufficiently
    • ‘Sufficiently’ - ie not too long, not too short. You can fall into either problem
  • Decide on the likely next event for categorizing the ticket
    • If the customer’s question has been answered to a reasonable level, mark it as resolved
    • If you think it likely the customer will ask for more information, or that you have requested additional information (you didn’t have enough to adequately answer), mark it as ‘Waiting on Customer’

Ticket Formatting

  • For more information on this, see Communication and Ticket Guidelines
  • Essentially, keep 3 things in mind
    • Many users will view emails on mobile devices, this can affect formatting and make emails that don’t look like on a ocmputer seem longer
    • Paragraphs can quickly get out of hand. Try to separate by thought bubble. Imagine where you would pause for breath, or pause to switch thoughts, and add space.
    • When you’re giving steps, make a list, not a paragraph
  • White space can work wonders in readability to help separate information and thoughts
  • Read the email and imagine if you were viewing it. Would it be visually easy to read?

Categories and Subcategories

The general idea here is clarity.

  • General Reply - App is the subject, neither account nor bug related. Includes:
  • Account Management - Account is the subject, not bug related. Some specifics to look for below:
    • Email Change - Note that you cannot use an address currently associated with an account. If a customer wants to use an address currently associated, you’ll need to deactivate the account. (i.e. you can’t combine accounts)
  • Deactivate - Used to track and categorize deactivation requests
  • Refund request - Used to track and categorize refund requests
  • Purchase/Plans - any purchase/refund related question
  • Product Support - use and categorize for any issue involving a problem with app performance. The sub-categories should be self-explanatory, choose the correct sub-category based on the issue details
  • Unknown/Sent in Error/Blank Email - Usually emails sent to us by mistake, intended for others, or just left blank
  • Feature Requests - These categories are primarily to help specify the feature request, they are listed on Generally, tag in the ticket for updating the Trello board
  • Sales - any volume sales request (or potential for a volume request) that should be forwarded to the sales team
  • Jobs - any application should be forwarded to, and CC the appropriate team/team lead
  • Marketing - used for marketing emails from outside vendors for SEO/Marketing requests-
  • Vendor - These are used when a vendor (non-marketing) contacts us.

Current FreshDesk Policies

Be aware of current Freshdesk workflow rules

  • All replies will automatically have a survey included
  • Auto-followup: If the ticket has at least 1 agent reply, and the customer does not respond within 24 hours of that reply, an email will trigger asking the customer if they still need assistance.
  • Auto-close: If the ticket has at least 1 agent reply, and the auto-follow-up has triggered, the customer has 24 hours to respond or the ticket will close.
  • Auto-close blank tickets: Any ticket with the category ‘Blank’ is auto-closed after 12 hours.
  • Auto-review: If the ticket has been marked with the customer OS, and the customer has responded with a positive survey, they will receive a request to review the app. The request will be specific to the platform we marked in the ticket.
  • Business hours: 8am to 8pm EST