At Cerbo, we all pitch in on customer support. For most folks, that means taking email and/ or phone support shifts to provide direct technical assistance to clients. During your support shift, you will be responsible for providing direct technical support to clients and assigning requests/ questions out as needed.
- Zoom is the phone system that we use, as well as the platform we use for screen sharing calls. Everyone at Cerbo should have their own Zoom login, and should download the Zoom app on their work computer.
- Freshdesk is our emailing/ ticketing software and is accessed at help.cer.bo. Everyone at Cerbo should have their own Freshdesk login.
- The support schedule is in wwjdd.md-hq.com under the Support Schedule calendar.
- In Slack, please update your status to On Support at the start of your support shift.
- AM phone support shifts go from 8:30am to 12:30pm Pacific time
- PM phone support shifts go from 12:30pm to 5pm Pacific time
When your support shift is scheduled to begin, open your Slack app, hover over your photo, and toggle Receive Queue Calls to Active. Then make sure the applicable queue is also active.
The support phone is set to ring first to Support EHR, then to Support EHR Backup. Anyone on Backup-Backup toggles to Support EHR Backup, but only answers if the call rings 3 times).
During your shift, you'd take any calls that ring through. Exactly how you answer is up to you, but "Cerbo, this is (first name)" works well.
- First, find out is what clinic the caller is with - if the name that they give could match more than one client, or you can't tell which client it is, ask for their Cerbo client ID. They can find this by hovering over the question mark in the menu in their EHR, and it will be the letter C followed by their client ID in wwjdd.
- Pull up their dubs chart. You can search for them by client ID by typing # then the numeric part of the client ID number they provide.
- Click on the EHR URL in their chart to open their EHR. This is so that you can follow along with/ understand/ try to replicate the reported issue.
Generally, you'd start by asking for a specific example - what patient's chart do you see this in, e.g.
If you are not able to resolve their issue on the call or if more investigation is needed, that's perfectly OK! You would then create a ticket in Freshdesk that includes as much specific detail about the reported issue as possible.
- Click on the New button/ menu at the top right in Freshdesk, then on New ticket.
- The Requester Email should be the email of the person who called, or where our follow up on the ticket should be sent.
- The Subject should be brief but descriptive, and you will need to select a ticket Type.
- In the Description, add as much specific detail as possible for investigation, including: the affected patient ID(s) (link to their chart in the client's EHR to make it even easier for others to investigate later!), what date of service (if this relates to specific charges or encounter notes, which prescription, what error message they see, if applicable, etc. This text should be suitable for the client to see.
- Note that when you create the ticket, the requester email will get an email saying "your ticket was received," but would not see the Description (unless they log into Freshdesk to check it). So if they should get any information prior to when we respond to that ticket/ issue, you would also reply to the ticket (while leaving it open to be resolved). If you want to add private/ internal notes that would be helpful to the person tackling the ticket at a later point, you can add a Private Note after creating the ticket.
- Make sure to un-assign the ticket from yourself, unless it is something you plan to handle directly!
Sending a follow up email instead of creating a ticket
Sometimes you just need to share a help article with the caller. Do not create a ticket for this! Just click on New, and then on New email. Then send them the follow up information via email.
Zoom voicemails are transcribed and come into Freshdesk as tickets. The person on BACKUP phone support is responsible for checking and returning voicemail messages that came in during their shift.
- If they provided enough information to troubleshoot/ respond via email, you can change the requester to the clinic contact, and reply to it via email.
You are expected to be courteous and helpful with clients, but that does not mean that you need to be a punching bag! If you are comfortable de-escalating an angry or agitated client call, you may try to do so. Sometimes, clients need to feel heard and know that we are taking their issue seriously, and then are able to calm down. However, if it seems like a call is getting too heated or out of hand, or if a client is ever being rude or yelling at you on the phone, please escalate the call. If it seems urgent, you can ping out in Slack to see if someone can take it immediately. If it is not urgent or if no one is available, you can tell them we will have someone call them right back, and take a message. Please add notes about any escalated situation/ call in the client's dubs chart in a Phone Call encounter note.
After Hours Phone Support
- AM email support shifts go from 8:30am to 12pm Pacific time
- PM email support shifts go from 12pm to 5pm Pacific time
Email support is broken up into main support and backup/ tier 1 support. Main support is responsible for responding to, or assigning out, the tickets under the saved Support view. Backup/ tier 1 is responsible for responding to, or assigning out, the tickets under the saved Tier 1 Support view.
- You are responsible for ALL of the tickets that come in during your shift. If tickets are piling up, you can ask for a lightning round (anyone available to come pitch in) in Slack.
- Assign any tickets still in your queue at the end of your shift to yourself. You don't need to personally DO all of these tickets, but you do need to follow up with the client(s) and get them all assigned out as applicable. If you are on the morning shift, leaving a few over for the afternoon person is OK if you are otherwise swamped. But please check in with them to make sure.
- See Tier 1 Support Training Checklist for more information about what is considered part of Tier 1 support and guidance for responding.
Responding to a Ticket
Providing more Details/ Context
- Subject - If the ticket does not have a helpful subject, please edit the ticket to clearly indicate the reported issue or question. That is done by clicking on the three vertical dots for More at the top right of the ticket, then Edit Ticket Details.
- If the client sent a video (Loom) that describes their issue (this is not recommended/ not ideal from our perspective), add a note to the ticket description describing the reported issue and listing any specific example(s) provided (to prevent multiple staff members from having to watch the same video).
- Ticket Type is required. Topic is optional but encouraged.
- If the client did not include specific examples, respond asking for specifics (what patient ID, what date of service, what document, what does the error message say), then Send and set as Waiting on Client.
Remove PHI, if included.
If the client included patient-identifying information (beyond the Patient ID/ MRN), including in a screenshot, edit ticket details to replace that PHI with the patient ID/ MRN (and a description or summary of the screenshot if removing a screenshot with PHI).
When responding, if you are unsure if you have understood correctly, you can answer to the best of your understanding and then end with "But let me know if I've misunderstood." Or if you have made a requested change "Let us know if you notice anything amiss or have additional questions." Basically, asking them to respond only if there is an additional issue/ misunderstanding, rather than "Let me know if that looks OK," which invites additional responses just to say "Looks good."
Make sure that you have a signature under your Freshdesk user profile! Recommended signature:
- Resolved is the default status when responding to a ticket. You would use Resolved if there is any possibility that your response will resolve the issue.
- Waiting on Customer would be used if we will definitely need more information to be able to complete a request or investigate a reported issue.
- Waiting on Third Party should be used very sparingly for tickets where we are waiting on a third party to resolve a ticket.
- Pending ETA Several Days+ should be used for dev tickets, for example, that may take some time but we are actively working on.
Don't use the other statuses listed.
Assigning to Another Person or Group
If a ticket needs to be assigned to another group, you can use the Group drop down menu for that. In general, respond to the client to let them know that we are taking a look when you assign it to that group (the exception is for Tier 1 or Sales requests, where those queues are being actively monitored throughout the day).
Assigning to devs should only be done when you've confirmed via Slack that the request is, in fact, a dev task.
Do not assign to another specific person unless you've checked with that person and confirmed this ticket is for them to handle directly.
Un-Assigning from Yourself when Responding
If you have assigned a ticket to yourself (for example, it was assigned during a dev meeting to you specifically, or you assigned it to yourself while pitching in on support to avoid conflicts), un-assign it from you before sending your response. This is to ensure that any follow up on that ticket is seen by whoever is then on support, rather than potentially languishing on someone's personal queue.