1. You are here:
2. Handbook
3. Support Team Handbook
4. Support Operations Team
5. Support Operations Processes
6. Support Operations Responsibility Checklist

Support Operations Responsibility Checklist

This is a general checklist of the responsibilities you will routinely.

• Daily
  • Go Through Suspended/Deleted tickets
  • Check your email
  • Triage the issues/MRs in support-ops-project
  • Followup on existing issues/MRs
• Weekly
  • Go through Feedback responses
  • Weekly sync on issues/MRs with the Support-Ops team
• Monthly
  • Schedule/Shadow 3 Support Engineers
  • Monthly sync with Support-Ops team to discuss Feedback responses
• Quarterly
  • Send quarterly feedback survery (Support Ops Manager only)
• Every 6 months
  • Zendesk Role/User Audit (Support Ops Manager only)