Legacy and Marketing Services
Welcome back WDS! This episode of Designer’s Desk will talk about the different types of Marketing Services Tickets and the process for each ticket.
The Video
The Why
You know the saying “Knowing is half the battle”, well this has never been more true when it comes to Marketing Services tickets and the support we can offer. The more we know and understand about the type of ticket we are looking at the better the experience will be for the customer when submitting updates and site edits.
The How
Legacy
Legacy tickets can be a bit confusing, so let’s break it down. A legacy site should be classified as a site built on an older GoDaddy proprietary platform…
Wait what?…
A proprietary platform means that it is a system built by GoDaddy for GoDaddy customers. They will not be able to transfer the site away from us at all.
Our current platform is Websites + Marketing which we actively support.
Our legacy platforms that are no longer sold are Website Builder Version 7 and Quick Shopping Cart. These platforms will need a Legacy ticket submitted to have any updates completed.
Some of our older WordPress sites were built using a different theme, if you see the Pharmacy or Genesis Themes on a site, these are our older sites. These can still be worked on, but if the update request is not something that can be accomplished, we will recommend upgrading to the new Beaver Builder theme using our GD cORe offerings. These sites might be called legacy builds in passing, but should still have the normal ticket submission processes followed.
Another older version of our WordPress sites will show PWS Core instead of GD cORe. These sites should not be considered legacy and the plugin simply needs to be updated.
Care or Marketing Services
Now let’s talk about Marketing Services, AKA Care tickets, and the difference between DIFY and DIY sites.
DIFY
DIFY, or Do It For You, sites are built by the Website Design Services team. This means that they should be on the correct WDS Managed WordPress hosting platform, AND have the GD cORe plugin installed and activated using Beaver Builder Theme and all the respective Beaver Builder Plugins.
If the site is not on our hosting or not using our theme and plugins, WDS will not support it with DIFY Marketing Services. If they are using the Design Services Hosting account, the customer will be given the option to move their site to our supported Theme and Plugins in order to continue DIFY Marketing Services support. Keep in mind, that the look of the site might change slightly when changing the theme or plugins.
What about Websites + Marketing? Yes, DIFY Marketing Services will support W+M if they are using the correct Design Services credit.
Ticket Flow
The flow for DIFY sites goes like this: Ticket submitted > Vendor teams accomplish what they can > If they have questions regarding configuration, a clarification is opened > This clarification goes to our Internal Builder team for support > Clarification is given and sent back to the Vendors to complete any remaining items > Vendors complete tasks and either complete the ticket or open a new clarification for the rep to review notes with the customer.
DIY
This is where DIY Marketing Services comes in to play.
DIY, or Do It Yourself, sites are built by the customer or by someone outside of WDS. DIY Marketing Services will only support these sites if they are on a Managed WordPress or Websites + Marketing hosting account. The important thing to note here, is that while our internal builders are experts at our core offerings; these WordPress sites can potentially be very complex, which is why we have teamed up with our partners over at WPPS. They have a wealth of knowledge on WordPress in general and can offer a wide scope of support.
Ticket Flow
The flow for DIY sites goes like this: Ticket submitted > Vendor teams accomplish what they can > If they have questions regarding configuration, a clarification is opened > This clarification goes to our WPPS partners for support > Clarification is given and sent back to the Vendors to complete any remaining items > Vendors complete tasks and either complete the ticket or open a new clarification for the rep to review notes with the customer.
Closing
Thanks for tuning in team! If you have any questions or would like to request a topic for our next video, please let your leadership know.
Resources
http://wdsdesigns.com/help-guide/who-can-help-me/