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Guide for New Support Agents

Some general notes:

  1. We use Zendesk for email support. You are already logged in, so you are in the right place!
  2. Each agent has specific Views assigned to them in Zendesk. The general ones which are relevant to most of the Support Team are:
    • High, Medium, & Low Priority
    • Wix
    • Billing
    • Phishing & Problem Tickets
  3. The Views are sorted by Priority. The goal is to clear out the top folders at the beginning of the day. By the end of the day, Open Tickets (which contains all new and open tickets) should be at 0 tickets.
  4. If you're working on a ticket and you're not sure how to move forward (need live payment to test, unsure about feature availability, etc.), add the tag escalated_ticket and assign to Tier 2 & 3 and leave it as open. 
  5. If you’re working on a ticket and the issue needs to be resolved by an engineer (such as payment bugs, a feature not working properly, etc.), you can assign a ticket to Ben and it will go to the ENGINEERING view. Don’t worry about checking that folder, Ben will assign the ticket to you or move it back into its previous View if any of us need to reply to the user.
  6. We have our own internal system where all user data is stored. We call it Tech Support Helper and it lives here: https://www.powr.io/admin/tech_support_helper

How to use Tech Support Helper:

Tech Support Helper, or TSH, tells us all kinds of fascinating things about our users and their Apps:

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360040979734/2019-07-11_0721.png)User Info:

  1. User ID: The number you see here is the user’s unique ID. If you click on it, you will see the user dashboard that the user would see when logging in at powr.io. If you click on Login as user, you will be logged in as the user. This is helpful if you wish to create or save an App as that user.
  2. Signed Up Via: This bit of information is helpful if a user has trouble logging in. If they signed up using Facebook or Google, they won’t be able to reset their password as they are using an existing social login, not a POWr-specific login. If it says Shopify, Weebly, or Bigcommerce in there, the POWr account was automatically created for the user by that platform. This is helpful to know as those users may be unaware that they have a login with us. 
  3. Email: The user's primary email address. Always make sure the user is contacting you from that email address when they are requesting changes to be made to their account.

Apps:

  • (#) Apps: This number tells you how many apps a user has in their account. It counts saved, unsaved, and deleted apps. Inside the Apps tab, you’ll see which apps a user has created. You can see:
    • the app ID (Id)
    • the date it was created (Created)
    • the platform it was added to (Platform)
    • the label used on the site to identify the App (Label)
    • the name the app has on the user’s dashboard (Nickname)
  • Access lets you grant another user access to the user’s Apps. We typically use this function if a user has two POWr accounts and needs to be able to edit their Plugins from either account.
  • Import is used to import the content from a different app into a specific version of an app. We typically use this when a user has a saved Plugin on their site but that plugin isn’t showing the correct content. Grab the correct app’s ID and paste it into the Import field, then click on the cloud/download icon to complete the import. 
  • If an app has been deleted, you will see the row appear greyed out. In the Import column, you will then see the option to Undelete that app for the user. Only admins can undelete an app. The user does not see an option to reactivate a deleted app.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/en-us/article_attachments/115004560628/00002544.png)

Discounts:

  • In this tab you can enable discounts for a user. Every discount that you activate will be good for 24 hours. The user will need to log in at powr. io and go to any Plans/Upgrade area to redeem the discount on a POWr subscription. You will also see past discounts that were show to the user in this list.

Support Tickets:

  • In this tab, you can look up any support tickets submitted by this user using the email address (including chat transcripts and all recordings) associated with their account.

Votes (deprecated):

  • This tab shows which new features a user has voted on.

Subscriptions:

  • The Subscriptions tab in TSH will become your best friend when doing support at POWr. It shows you all subscriptions a user has ever had with POWr, both active and cancelled ones:

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/en-us/article_attachments/115004560688/2017-01-30_1517.png)

  • If you see a checkmark in the Subscriptions tab, the user currently has or used to have a POWr upgrade.
  • The tab has three main sections: Pro subscriptions, App subscriptions, All Invoice History.
  • Pro subscriptions: Lists all active and inactive subscriptions. You can see which exact App is upgraded, when the subscription was started, and what the regular price of that subscription is. You’ll also see when the next charge to their card will be made, and which card we have on file for them.
  • App subscriptions (Legacy): If the user upgraded an individual app in the past (pre February 2017), the subscriptions will appear under App Subscriptions.
  • The Cancel button next to active subscriptions lets you cancel or downgrade a subscription for the user. If the subscription is already inactive, it will say "Active: false" in that column.
  • All Invoice History shows every attempted and completed charge to the user’s credit card. You can also see how much the user actually paid for an upgrade. If the price is lower than the regular price, the user used a discount.
  • If a user requests a refund, you can refund them directly using the Refund button. We have our refund policy documented in an internal KB article, but if you are unsure about whether or not to refund a user, tag the ticket with Billing. Our billing expert can then take care of the ticket.

 

Our Help Center/Knowledge Base:

Our Help Center contains public and private articles. 

Public articles allow users to find help before contacting Support. It's recommended that you read through all top articles to understand what common questions our users ask.

The Internal KB contains guides, keeps track of bugs, and informs you about unusual quirks of some of our biggest partner platforms. Read through all articles in Guides to get an idea of how to do Support at POWr.

In the Feature/App Requests section we collect votes on new features and apps to build. Signed in users can add their vote to any article. If a Wix user writes into support and requests a feature, click on Edit and add their email address to the list manually. They can’t currently vote on articles because they don’t have a POWr login.

Create a new Feature/App Request if you somewhat frequently see a request for a specific feature or app we don’t already have. If you’re not sure whether a certain feature can actually be built, bring it up in the State of the Onion before adding the new request.

Wix users

Why are Wix users different and why do they matter?

  • They matter because they make up around 50% of our user base and support load.

  • Our most popular apps in Wix are: Form Builder (known as Form Builder Plus+ in Wix) and PayPal Button.

  • Most Wix users get their POWr app through the Wix App Market: http://www.wix.com/app-market/search?query=powr 

  • Wix users don’t have a regular account with us because Wix doesn't share their email address with us. We don’t have their email address, unless:

  • They are using Form Builder, PayPal Button, or any other app where they enter an email address for a specific functionality in the App. 

  • They already had an account at powr.io, or created one after installing the app, and our system recognized them as the same user (if logged in to both at the same time).

  • They are using the eCommerce/Digital Download app from the Wix App Market and had to create an account with POWr to upload files.

  • If a Wix user writes in and gives us their site URL, go to the page where the App is installed and hover over the app to see the info window:  FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/en-us/article_attachments/115004529587/2017-01-30_1532.png) Click on the Tech Support link to be taken to their TSH page. Click on the App ID to open the app editor standalone page. This way, you can see all apps associated with this user token.

  • What if a Wix user wants to use an App that isn’t available in the Wix App Market? No problem, they can use the iFrame method to add a POWr App to their site: https://www.powr.io/tutorials/how-to-add-about-us-app-to-your-wix-site 

  • Wix users don’t have the same App Editor available as other POWr users. They are missing the Save and Import function. This means:

    • Wix users cannot copy/import Apps inside Wix.
    • To save a App, they need to press Save in the Wix editor. To publish the POWr App on their site, they also need to click Publish. Most people don’t do this and then write to support saying their app doesn’t work.
    • They cannot share access to a app.

General Troubleshooting:

For any non-specific technical issues, we like to make a user go through some basic troubleshooting steps. Here is what we typically ask them to do:

  • Clear browser cache and restart web browser.
  • Make sure cookies are enabled in browser.
  • Restart computer.
  • Try a different browser.
  • Temporarily disable ad-blockers, a firewall or antivirus software to see if that’s causing the issue.

Clearing cache can solve issues like seeing random error messages (‘Difficult contacting server’, ‘File exceeds file size limit’) as well as any issues with app not loading correctly or incorrect content showing up. We also tell users to clear their cache if they are not seeing an update that we made from our end.

Cookies need to be enabled in order for any changes to be saved to a POWr app. If a user is blocking cookies, they cannot save changes or may not even be able to create an account with us.

POWr works on all browsers, but sometimes a rare issue occurs in just one specific browser. If the user sees the issue in one of the common browsers, we can look into what is causing the problem in that browser. Very often, the issue is actually due to how the user has configured their default browser.

Ad-blockers, firewalls, etc. can cause our JS file to be blocked or popups to not appear. Disabling browser extensions, content blockers, etc. can help with making all POWr content load correctly.

Important: if a user reports an issue and you can see the problem on your computer, do not troubleshoot for a browser/network issue. It’s obviously something we are seeing as well and is therefore not specific to the user’s browser.

If none of the above steps help, request a screenshot as well as more details about browser and device the user is working on.

Main Goals of the POWr Support Team:

  • We want to be efficient and ideally resolve issues in first reply.
  • We want to respond to all users within less than 12 business hours.
  • We want customers to enjoy interacting with POWr support!
  • We want the rest of the POWr team to be aware of any common or urgent issues.
  • We want to reduce the number of tickets that come in about the same issue.

How to be most efficient:

One of the biggest challenges of doing support at POWr is that most users are not primarily our users. We don’t have access to their website editors, so we can’t just log in and quickly fix things for them. This makes it all the more important that we use any information that is available to help the user. Remember to always check for the following information:

Do we have an account in TSH for the email address the user is writing from? 

Places to check for email/ID:

  1. Ticket sender address
  2. Ticket cc address
  3. User ID field in ticket view
  4. If submitted through web widget, copy the app ID from the link at the bottom of the ticket.
  5. Live app on website
  6. If response to proactive email, click on account link in the POWr email to see the user’s ID and use that for your search.

Do we know which website a app is installed on?

Places to check for URL:

  1. Tech Support Helper: URL column
  2. Ticket field
  3. User's past tickets. The user might have sent us the URL in the past.

Do we know which App they are writing in about?

  1. If the user has just one saved App, assume that’s the one they are referring to.
  2. Check the Saved column in TSH for that. If they included a link to a website, assume they are talking about the app on that specific page.
  3. If the ticket is tagged with an App type, assume they are talking about an app of that type.

Another thing to note is that it is always worth testing something for the user if you are unsure what issue they are describing. Even if we don’t have the user’s exact app, open a new standalone page and try to recreate the issue the user is reporting.

Always give the user a possible answer in the first reply. Even if the problem ends up being something else, at least they will know that a real human is willing to work with them on resolving the issue.

There are so many different platforms!

Another big challenge of doing support for POWr is that we are expected to have a decent understanding of the quirks of each site builder our wobblies are using. Of course, it’s impossible to know all of this right away, but a good way of familiarizing yourself with the most popular platforms is to read through the installation tutorial for each platform.

Or, set up a demo site on any platform. If you want to do this on a platform that doesn’t come in a free version, try finding the company login in LastPass or bug Josh or Ben to get a subscription to a platform on which you’d like to set up a demo site.

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Internal :

 

Other:

 

Hardware:

  • HP laptop with IE and Internet Explorer installed: t0thewobbly

Customer Support tips:

POWr test accounts:

powr.io:

powr-staging.io: