CARE Call FAQ

This section is an FAQ & Status reference sheet for Website Specialists on-call with a new/existing CARE customer.

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On-Call FAQ
New CARE Customers
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On-Call FAQ
Existing CARE Customers
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Reference
CARE Lifecycle Statuses
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On-Call FAQ

New CARE Customers

1) Does the CARE customer have to enter their ticket request themselves?

2) If the customer wants us to submit the CARE ticket for them, do we charge them?

We should never be charging a CARE customer for anything update related. There is no cost for us entering the ticket for them or helping them through the portal, and there is also no charges for “out of scope”. Their build is complete so the customer can add as many pictures, products, pages, etc. as they want through CARE, but regarding plugins they have to stay in scope of what their plan is.

3) What if the customer is in 72 status or 99 closed ticket and need more changes?

4) What if the customer is asking for functionality that wasn’t in their New Build Ticket?

5) How do I format a Care ticket when I am submitting it for a customer?

6) How do I receive content from a CARE customer who wants us to submit the ticket on their behalf?

7) Can a customer have more than one ticket opened in Care?

Existing CARE Customers

8) What if I am not on the clarification team for CARE?

9) If the customer wants us to submit a ticket do we submit it through Workbench?

Note: Self-serve is an option, not a requirement.
If the customer needs help putting in a request we can do it for them or show them how to do it.

10) How do I know where the customer is at in the process?

11) If an existing customer calls in about their clarification request and I am not the Project Lead what do I do?

12) What do I do if the customer wants to cancel or edit existing CARE request?

13) Where should I leave my notes when dealing with a CARE customer?

14) Where can I see when the customer due date for us completing the requests?

15) Where do I email or reply back to a customer?

16) A customer called in saying they’ve completed a Care ticket, but I can’t find the request in Jira. Where can I find the request?

If you have search for the ticket in Jira and see nothing the customer might not have submitted the request properly. To check go to the customer’s MyA page and try to submit a new Care ticket. If you can submit a new ticket that means they might not have clicked “Done” and then “Submit Request”. Please fill out the ticket for the customer and submit for them if this is the case.

CARE Lifecycle Statuses

Statuses: Website Care Request

Open

Customer submitted Care request and goes to our Prod Team to create a Temp password and Login for the Builder
Prod distributes it to external or internal builders depending on requests.

Ready

New to the queue and ready for the Builder to start Care request
No clarification is needed or customer provided clarification and is ready to be worked on.

In Progress

The request is being actively worked on at the moment by vendor, WSI, or Prod before it moves into the next status.

Clarification

This will create a subtask clarification ticket to be completed and addressed by WSI
Builder moves it to this status and it will show up “Clarification Needed” queue because the request is not clear and we need clarification from the customer.
WSI will assign the clarification subtask ticket to themselves to take over the clarification (it will move to your “Issues in Flight” queue) then WSI will reach out to the customer via email

Waiting for Customer

Builder needs clarification on a request, so WSI wrote an email to the customer and we are waiting on their response on the clarification (moves out of “Issues in Flight” queue and goes into “All Customer Clarification Needed Issues”)

Waiting for Support

There was a clarification and we emailed the customer for clarification and customer replied on the issue. (it will be shown in “My Issues in Flight” and “New Emails Back from Customer”)

Pending

Waiting for something on our end (vendor to start work, etc.)

Ready for QA

The request is in the queue for QA to begin QAing the request.
Builder puts it to this status
(currently Care is not going to this status)

Design QA

QA is currently QAing the request.
(currently Care is not going to this status)

Needs Edits

QA catches issue with the changes and needs a builder to fix the changes that need to be made.
Builder watches this bucket and goes through the necessary changes of what needs to be fixed.
(currently Care is not going to this status)

Done

Goes to the builder, passes QA, and request is complete. Customer gets an email about the completed request and has 5 business days (7 days) to respond before the ticket is closed automatically.

Canceled

Customer cancelled the request or we cancelled it without a reply in 5 business days (7 days)
Customer doesn’t have access to cancel their tickets, but if they call in and want us to cancel we can move the status to cancel

Closed

This ticket will automatically move to this status after 7 days from being “Done” and cannot be reopened

Color Key:

Grey - statuses mean they are in a queue ready to be grabbed for work (status category = "To Do")

Blue - statuses mean someone is doing work at that moment

Green - means it is resolved (status category = "Done")

Statuses: Clarification Subtask