I am trying to solve an issue and I am not sure where to start. We sometimes have organizations that require special handling. We already display the customer Tier and support package in each ticket (as part of a churnzero app) but special handling are cases like:
- An organization had many issues and support needs to be extra careful with them and talk to customer success first
- The customer has a specific setup so when we help them to update to the latest version, support needs to review specific notes for this customer.
-and, and and
I created a field in the organization (customer requires special handling) and I was hoping we can find a way to display this field (which might have text and a URL in it) in each ticket so the support agent can easily see it.
I am open to any other suggestion on how we let a support engineer know if they work on a ticket for an org that is requiring some different steps for them to follow or material to review first before they work on a ticket. It needs to be a way that is easy to see.
The status special also changes. An organization is not always in this state (some might be) so ideally we can change this state easily too or populate the field via SalesForce (which is how we do this now) or via slack.
I would appreciate any suggestion//tips on how to process. To hope each support engineer clicks on the organization to review if there is special handling required, will not work, we tried that.
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