Processes Home

Care/Post Publish/Legacy – Workflow

Published On: March 29, 2022/Last Updated July 24, 2023

Under no circumstances should Builders email or communicate directly with customers.
Please rely on our Website Specialists to communicate with our customers.

  1. Middle-Click (to open in new tab) the link in the Summary Column
  2. Once open, click the dropdown in the top right corner that says “Ready” and choose “In Progress”. This will assign the ticket to you, if it is not already, and move it from the Care – New Ticket bucket to your My Tickets in Progress
  3. Add a Comment to the ticket indicating you have begun work (i.e. Start, Working, Commencing, etc…)
  4. When you have completed all the tasks click on the dropdown in the top right that says “In Progress” and choose “Design Complete – Send for QA”
  5. In the pop up add the total time it took to complete the incident, leave any notes you may have, and a comment indicating that you have completed the work (i.e. Complete, Done, Finished, etc…)

Note:

  1. If your ticket is marked with the label “GoDaddy_QA”, please submit a Clarification for Content or Review > GoDaddy Requested QA once you have completed all the tasks rather than closing it. This typically means the WS wants to review it before it is sent to the customer.
  2. Once you complete a ticket, a completion email gets auto sent to the customer. Any notes you have left, will NOT be relayed. If you need to have notes relayed to the customer, please submit a Clarification so a WS can reach out to inform the customer.

Care Clarification Needed

If you need a rep to reach out to the customer in order to finish the ticket or to inform the customer of anything, such as platform limitations or needing additional information about a request, click on the “In Progress” dropdown and choose “Clarification Needed”

Content or Review Clarification

Builders are responsible for making decisions based on the content provided and the requests received. Before sending a Content or Review Clarification make sure you have made every attempt to understand the issue thoroughly.

  1. In the dropdown for Clarification Type, select Content or Review and the appropriate Secondary Type.
  2. In the Internal Comments section use the Panel Template to convey notes about what you need the Website Specialist to speak with the customer about. If it is just to inform the customer of something and all tasks have been completed, add in a comment that the ticket may be closed after the clarification has been completed. This will help the QA process move along more quickly.
  3. Once the clarification has been completed on the Website Specialist side, it will come back into our bucket for New Care Tickets.
    • Note: It does not auto assign to the last builder. If you see a ticket come in that you requested a clarification for please grab it, as you probably know more about the ticket than a new person picking it up.
  4. Click the “Ready” dropdown and choose “In Progress”, leave your note indicating your working on the ticket, then once you have completed everything click the button at the top that says “Design Complete – Send for QA” leaving any notes you may have, including a completion note.
Technical/Backend SetUp Issue Clarification

Builders are expected to be skilled in technical troubleshooting for our websites, software, plugins, and applications. Do not hesitate to reach out to your team and leadership to find solutions to technical issues first.

  1. If the ticket needs to go to a more advanced builder for technical troubleshooting, such as Beaver Builder not loading, Click the “In Progress” dropdown and choose “Clarification Needed” 
  2. Select the Technical/Backend SetUp Issue option in the Clarification Type dropdown and the appropriate secondary type. This will send the tickets to the clarification queue to troubleshoot.
  3. Using the Panel Template, leave notes in the ticket about the issues you have encountered.
  4. After you have left your notes, click on the “Clarification Needed” button.
  5. Once the clarification has been completed, it will come back into our bucket for New Care Tickets.
    • Note: It does not auto assign to the last builder. If you see a ticket come in that you requested a clarification for please grab it, as you probably know more about the ticket than a new person picking it up.
  6. Click the “Ready” dropdown and choose “In Progress”, leave your note indicating your working on the ticket, then once you have completed everything click the dropdown at the top that says “In Progress” and choose “Design Complete – Send for QA” leaving any notes you may have, including a completion note.

Panel Template

Please adjust the title and notes accordingly.

{panel:title=Technical Clarification 1 - Critical Error}

*All tasks completed except:*

*Page:* Home
*Instruction:* Add content from 3 pages on the live site onto the home page
*Issue:* Can't load page and getting a critical error on the home page only
*Steps taken to troubleshoot:*

* troubleshooting step 1 – updated plugins
* troubleshooting step 2 – uploaded .user.ini file
* troubleshooting step 3 – cleared cache from GD cORe dropdown.

{panel}