Daily shift checklist
The checklist covers the settings, queues, and records that need attention each day. Complete the opening items before you pick up your first conversation.
At the start of your shift
To open your shift ready to receive work, complete these five checks.
Set your status to Active, then set your availability for the channels you are covering.
Check the Inbox Dashboard for team availability and workload.
Review your open and snoozed backlog in the Table layout, sorted by Last Activity, and update any state that has moved on.
Check the regional Missed Calls inbox and assign anything outstanding.
During your shift
To keep records accurate while you work, apply these habits to every conversation.
Reply before you investigate, so the first reply target is protected.
Convert a conversation into a ticket when it needs the wider team or longer investigation.
Check for an existing Tracker ticket before you create a new one.
Update the ticket state whenever ownership of the work changes.
Add an internal note whenever you take an action that supports the progression of the query.
At the end of your shift
To hand over cleanly, close your shift with these four actions.
Update the state on every ticket you have moved forward today.
Turn on Away mode, and add a reason.
Taking leave
When you're taking time off during standard business hours, such as annual leave or an extended absence, reassign replies to your team.
Update the state on every ticket you have moved forward today, including an internal summary of the progress so far.
Turn on Away mode, and add a reason.
Turn on Reassign replies so customer replies reach the team.
Flag anything time-critical to your Team Leader before you log out.
Where to send each type of issue
Sending an issue to the wrong team costs a full working day. Use the table below to decide where each type of work belongs, and what to attach when you send it.
Issue | Where it goes | What to include |
Technical issue affecting one customer | Support ticket | Title, description, impact, product feature, and what you have already checked |
Bug or incident affecting multiple customers | Tracker ticket, linked to each Support ticket | Fault description, type, impact start date, and the affected customers |
Issue needing a product or platform change | Azure DevOps work item, synced to the ticket | Reproduction steps, severity, area path, system information, and attachments |
Question for a supplier, partner, or vendor | Side Conversation on the ticket | Subject line and the context the third party needs |
Question for a teammate who is an Intercom user | Internal note on the ticket | A mention using the @, and the specific question |
Blocked email address | Intercom Support | The contact email address and the bounce list error |
Missing or incorrect help centre content | Digital CX team | Conversation examples showing where the content failed the customer |