Who Can Help Me?
Not sure who to go to for your question? Check out the table below to determine the best team to help you.
| Team | Case | Contact | Requirements |
|---|---|---|---|
| BOTD | Plugin Functionality Question WordPress Functionality Question DIFY Functionality Questions | CRM > Links > Chat > Resources > General > Chat (L2) OR x.co/gaox | 1. Customer # 2. Iris/Jira URL 3. Stage of Process 4. Detailed explanation of the issue or question. (Please include troubleshooting steps/ attempts to duplicate) 5. What resources were used? (URL/Leader/etc.) |
| LOTD | Refunds/Credits Upgrades/Downgrades SUP Call Department Process Questions DIY Process Questions | CRM > Links > Chat > Resources > General > Chat (L2) OR x.co/gaox | 1. Customer # 2. Iris/Jira URL 3. Stage of Process 4. Detailed explanation of the issue or question. (Please include troubleshooting steps/ attempts to duplicate) 5. What resources were used? (URL/Leader/etc.) |
| POTD | Pull Back Tickets Modify Open Tickets | CRM > Links > Chat > Resources > General > Chat (L2) OR x.co/gaox | 1. Customer # 2. Iris/Jira URL 3. Stage of Process 4. Detailed explanation of the issue or question. (Please include troubleshooting steps/ attempts to duplicate) 5. Does Prod Need to Reach out to the Vendor? 6. What resources were used? (URL/Leader/etc.) |
| SWAT | Mis-linked Emails Verify Ticket Status Appointment Coverage | CRM > Links > Chat > Resources > General > Chat (L2) OR x.co/gaox | 1. Customer # 2. Domain 3. Jira 4. Detailed explanation of the issue or question. (Please include troubleshooting steps/ attempts to duplicate) 5. What resources were used? (URL/Leader/etc.) |
| Escalations | Customer ITC White Glove Customer VIP Customer | Reach out via Slack | Make sure you are reaching out to the agent assigned to the existing escalation ticket. Reach out to your TM for further assistance. |
| S&R (Professional Services) | New WDS Sales | x59055 | |
| Logo | Logo Design Questions | #wds-logo | 1. Jira ID or Customer Number? 2. Is the customer currently in the logo process? 3. Customer Due Date (optional) 4. What are you looking to solve? |
| Inbound | Domain Information Sucuri/Firewall Setup and Info DNS Issues Any non-WDS setup and/or sales | x59001 | Queue > 5 Mins 1. Notate CRM with call transfer information. Queue < 5 mins 1. Customer # 2. Detailed description of call transfer. 3. Notate CRM |
| Hosting | Domain Stuck in Pending SSL Not Auto Installing Restores/Failed Backups Can’t skip into the WordPress dashboard from MYA | x59171 | Queue > 5 Mins 1. Notate CRM with call transfer information. Queue < 5 mins 1. Customer # 2. Detailed description of call transfer. 3. Notate CRM |
| Email Setup or Troubleshooting Domain DNS not with us | x59117 | Queue > 5 Mins 1. Notate CRM with call transfer information. Queue < 5 mins 1. Customer # 2. Detailed description of call transfer. 3. Notate CRM | |
| ATS Chat | W+M Issues WSB 6/7, QSC Issues GEM | CRM > Links > Chat > Resources > General > Chat (L2) OR x.co/gaox | 1. Resources Used 2. Customer # 3. Product |
| SEO Team | Existing Managed SEO Customer has Questions/Edits | x59114 | Queue > 5 Mins 1. Notate CRM with call transfer information. Queue < 5 mins 1. Customer # 2. Domain 3. Detailed description of call transfer. 4. Notate CRM |
| CAS (Commerce Advanced Support) | GD Payment Questions | Everyday 6am-7pm (AZ)x59356 #gd-payments-oncall | Queue | Look at the top center under “GD Pay” for “LWT”. If LWT is greater than 0:02:00 (2 minutes), then you can cold transfer. Otherwise, warm transfer. |
| WPPS & DIY Technical Clarifications | Have a Jira that you need help with now?! For WPPS support on *WP DIY only customers YOU can utilize L2 chat 24/7! *WPPS does not support W+M | CRM > Links > Chat > Resources > General > Chat (L2) OR x.co/gaox | 1. Customer # 2. Domain 3. Jira 4. Detailed explanation of the issue or question. (Please include troubleshooting steps/attempts to duplicate) 5. What resources were used? (URL/Leader/etc.) |
FAQs
How do I submit/open a ticket?
Check out these great confluence articles or reach out to a peer/TM for help.
Website Care (Marketing Services)
Submitting Website Care Requests
Do’s & Don’t For Submitting Care Tickets
Customers Interested in Purchasing Care I Call Script
Marketing Services (or Legacy Care) Submission Checklist
Legacy Ticket (Not WordPress or W+M)
Opening a Legacy Update ticket in Jira
Post Publish
How to Create a Post Publish Ticket (Linked Issue)
New Build
Revisions
Revisions – Submitting to Build
Logo
I have a ticket with a clarification, what do I do with this?
Take a look at these confluence articles. If you still need help, reach out to a peer or TM.
Ready Time – Marketing Services (or Legacy Care) Clarifications
How do I publish a site?
check out these great confluence articles. If you still need help, reach out to a peer or TM.
My customer wants to cancel what do I do?
Follow this article for detailed step by step instructions.
DIY vs. DIFY
DIY
- Customer built their own site
- Marketing Services was purchased
- DOES NOT need GD cORe
- Tickets go to Vendors
- No internal requests allowed
- If Technical Clarification needed, the TC gets sent to WPPS.
DIFY
- WDS built the site
- Marketing Services was purchased
- DOES need GD cORe
- Tickets go to Vendors
- Internal requests are allowed
- If Technical Clarification needed, the TC gets sent to Internal Builders
For more details, check out this confluence article: https://confluence.godaddy.com/display/PWD/Website+Care+for+DIY+Managed+WordPress
How do I request an internal builder complete my ticket?
Please follow the confluence guide below
Who can help me with a W+M question?
Internal builders have all the same resources that WS’s have. If you cannot find your answer in your resources, please reach out to the slack channel #questions-wam-features
My customer has a specific functionality request, how can I determine if we can accommodate?
Take a look at all of our approved plugins here.
If you just can’t seem to find what your looking for, go ahead and ask BOTD.
Did BOTD tell you we cannot support that feature? Try submitting a Functionality Request to get it added to our offerings at x.co/feedback
The customer is not getting emails from their contact form, how can I help?
First step is to always go through ALL of the troubleshooting steps outlined here: http://wdsdesigns.com/help-guide/contact-form-troubleshooting/
If you have gone through all the steps, please submit a ticket so the build team can look into it further.
Changes were made to the site, but it still looks the same. What do I do?
Flush the cache. Take a look at this guide for details on how to flush all the possible caches on a site. If you have done all of these, please submit a ticket so the builders can take a look.
I have a question about Logo process, who do I go to?
Please go to your TM for detailed instructions.
Helpful Resources
| Confluence | https://confluence.godaddy.com/ |
| Hubs | http://wdsdesigns.com/ |
| Help Guide | http://wdsdesigns.com/help-guide-home/ |
| Features | https://features.wdsgallery.com/ |
| Demo | https://demo.wdsgallery.com/ |
| W+M Help Articles | https://www.godaddy.com/help/websites-marketing-1000041 |
| WordPress Support | https://wordpress.org/support/ |
| WooCommerce Docs | https://woocommerce.com/documentation/ |
| Cheatsheet | https://cheatsheet.int.gdcorp.tools/ |
| WordPress Video Tutorial Hub | https://training.wdsgallery.com/ |
Helpful Slack Channels
| W+M Questions | #questions-wam-features |
| Domain Questions | #questions-domains-features |
| GoDaddy Payments Questions | #questions-commerce-features |
| Email (Office 365) Questions | #questions-email-features |
| Logo Design Questions | #wds-logo |
| Recent Known Issues | #godaddy-known-issues |
| CAS (Commerce Advanced Support) GD Payment Questions | #gd-payments-oncall |
| Product News | #gd-product-news |
| Marketing Services Tiers | #wm-services |
| Hosting Questions | #questions-hosting-features |
| Website Security Questions | #questions-website-security |
| SSL Questions | #questions-managed-ssl |
| Technical Services | #technical-services |
Department Phone Numbers and Extensions
| Main GoDaddy Number (Global Numbers and Hours) | 480-366-3549 |
| Main WDS Number | 480-366-3336 |
| Post Publish | 480-651-9837 x59199 |
| Care (Marketing Services) Tickets | 480-463-8853 |
| WDS IB Queue | x59058 |
| GoDaddy Social | x59282 |
| GoDaddy IB Support | 480-505-8877 |
| WDS Spanish | x59317 |
| WDS Australia (For customers that bought WDS that are in Australia. Sun-Thu from 4p-1230a AZ) | +61 1-300-736-088 x59165 |
| WDS UK (For customers that bought WDS that are in the UK. Mon-Fri 9am – 4pm) | x59725 020 7084 1810 |
| WDS Canada (For customers that bought WDS that are in Canada.) | 1-866-850-4949 |
| UK Free Build W + M | +44 2070237957 |
Email Distros
| WDS Department (everyone) | Services_Website_All@ |
| WDS Supervisors and Managers | Services_Website_Leadership@ |
| WS Team Managers | Services_Website_Managers@ |
| Team Managers & Leads | Services_Websites_LeadsPlus@ |
| Team Managers for Attendance | WDSAttendance@ |
| WDS Sales Team | WDSsales@ |
| Quality Analyst Team | Services_Website_QA@ |
| Creative Specialist (Logo Team) | Services_Websites_Logo@ |
| Vendor Team/Prod | Services_Website_Production@ |
| WSIs | Services_Website_Specialists_Level1@ |
| WSIIs | Services_Website_Specialists_Level2@ |
| WSIIIs | Services_Website_Specialists_Level3@ |
| Website Builders | Services_Website_Builders@ |
| Systems Analyst (DTS) | GS-SA@ |
| Development Team | WDS-DEV@ |
Update History
3/1/2022 – Added the GD Social extension to the Department Phone Numbers and Extensions table
3/2/2022 – Added CAS (Commerce Advanced Support) to table
3/7/2022 – Adjusted “Vendor Team” to “Vendor Team/Prod” in the email distro table
4/15/2022 – Added the CAS slack channel, #gd-payments-oncall, to the main table and the helpful slack channels
10/27/2022 – Added WPPS & DIY chat info, changed x.co/pwschat links to x.co/chat
12/29/2022 – Format updates