CARE Call FAQ

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

Jira CARE Dashboard

New CARE Request

Zoom
Launcher

Shopper ID
Search

Email Address Search

Care Training Materials

CARE Page Quick Links

On-Call FAQ
New CARE Customers
Jump to section
On-Call FAQ
Existing CARE Customers
Jump to section
Reference
CARE Lifecycle Statuses
Jump to section

On-Call FAQ

New CARE Customers

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

Ideally we want them to be empowered to do so but it is not required. When a CARE customer calls in, we should always be more than willing to help. Always default to screen sharing with them to teach them how to use the tool but if they decline and just want us to do it, that’s perfectly fine too. Just log into their customer account and process the ticket for them.

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?

We walk the customer through setting up their website care and submitting a ticket.
If it is 72, double check how many changes they have before closing out the ticket and walking them through Care.

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

The customer gets only the functionality of their plan type that they purchase that are listed in our approved plugins list (I.E customer purchases STD they only get the Store Locator Plugin). In Care they do not get to add any plugin that is not a part of their plan type nor a 3rd party plugin.

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

If the customer has a word document already clearly written, you can just create one task and attach that document to send to the builder. If there are only a few tasks that the customer has not laid out in a document, please format the ticket to have one job per task.

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

Use WPUpdates@godaddy.com to receive the content and put in the ticket for the customer.

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

The answer is no. With the fast day turnaround we can always submit more tickets because they get unlimited requests, but ideally we want to work on getting all the changes done one at a time for less confusion on their website.

Existing CARE Customers

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

Anyone who answers the IB call can help the customer, there is no “dedicated” team. If you are not sure how to handle the call or what to do, please place the customer on hold and seek out a peer, team lead, or Manager for help.

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

The answer is no, the customer has 3 options for us:

WSI submits it for them
WSI walks the customer through submitting it
WSI submits it for them through Zoom Share

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?

See statuses key below for more information.
You can search for the customer’s existing requests here by shopper ID or email search.

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

Own the ticket, if the customer is on the phone giving the clarification you should go through the rest of the statuses and provide the clarification answers in Jira.

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

Cancel: if it is just 1 task in their whole ticket the WSI would add a note to the ticket in Jira

Cancel: if it is the whole ticket you would take ownership of the ticket hit “In Progress” and then hit “Cancel”

Edit: if it is still in status “open” put a note in the ticket to get it done, but if it is in any other status reach out to our Prod team via email.

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

Both in the New Build Workbench ticket, CRM, and in the Jira ticket. Click the “Add to CRM” check box in WorkBench so that it will add it to CRM. Currently there isn’t an option for Jira to add it automatically to CRM.

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

The customer gets a confirmation that ticket will be complete between 24-48 hours, but if the ticket is needs more time the Builder that is working on the ticket will open a clarification subtask ticket for the WSI to reach out to the customer to give the exact business days for the ticket.

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

You have to reply back to the customer in the “Website Care Request” Ticket. If the customer has a clarification, you would need to click “In Progress”, go to the “Website Care Request” (Parent ticket) and click on “Respond to Customer”

Screenshot of the “Website Care Request” and how to “Respond to 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