Subject: [Confluence] LMOD Projects > Support Team Overview and training
From: "Damien Fahy (Confluence)" <[email-masked]>
To: [email-masked]
Date: Tue, 12 May 2020 04:51:27 +0000 (UTC)

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Support Team Overview and training

Damien Fahy edited this page

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This page contains guides and resources to get you up and running closing tickets on the LMOD Support Desk as fast and as accurate as possible.

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Team structure

There are 3 core teams (Avengers lead by Melissa, Blitzers lead by George and Chargers lead by Ryan B)

Blitzer team work on

Closing informational requests - i.e. where there is not an actual issue to resolve.

Allocating un-allocated tickets and tickets that are best placed to the 2 other groups - Avengers and Chargers using Assign scenarios

There may be occasion that Avengers and Chargers will need to assign tickets to the other teams using re-assign Scenarios

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Ticket Types

Avengers team

Account

Wrong email used

Account is not recognizing me

Multiple accounts set up

Account query - is my subscription still valid

Delete my account request

Promotions

Relating to any promos not BAU, i.e. 60 day trials

Instructor

Instructor questions - releases, discount

Refund Request

requesting a refund

Customer believes they were double charged

Blitzers team

Cancellation

I would like you to cancel me as I dont have access

Subscription Registration

New customer cannot sign up to a subscription

Cannot place order - payment issues, errors during sign up

Content

Video requests

Is BodyPump release 123 available? are older requests

Music requests and suggestions

Equipment

Les Mills Equipment

My order has not arrived?

Instructor

Instructor questions - releases, discount

Staff/Vendor Accounts

Setting up LMOD access for Staff

Territories / Travel

New territories

I am travelling and need to update my CC but cannot access my account

Feature Request/Feedback

General Feedback about the product

Requests

Other

Everything else

Chargers Team

Sign In

Customer cannot sign into one of their devices

Log in issues

Video Playback

Buffering issues

Code 2 errors, blank screen

Video not playing

Issues log

Issues log for known issues and a status of where they are at: Issues log

LMOD support team issues and suggestion log - add your issues and suggestions to this document to cover off during the meetings

Email lookup tool

To easily check for a users subscription details in Magento & Vimeo use the following website:

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FreshDesk

Bookmark - https://lesmillsondemand.freshdesk.com/support/login

FreshDesk is easy to use and we have provided a few training videos to get you up and running below.

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Scenarios are similar to canned responses in that they are easy to use and can automate many of the manual steps needed to be taken, most scenarios email the client with a solution, classify a ticket and then closes the ticket with one click,

Executing a scenario ( how it works)

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Scenario tutorial - Examples of how to use each Scenarios - a must watch

We have set up a few scenarios for you to use for some of the top issues we are experiencing at this time the tutorial below helps you to work out what cases to use these scenarios.

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Other FreshDesk tasks

Merging a ticket – this is used when a subscriber has raised multiple tickets so we can merge and close them in one go – please review

Changing contact details – for tickets that come from LM, you’ll see a form but the contact is from LM and needs to be changed to the customers contact email before actioned.

Magento Access

Link: https://admin.lesmillsondemand.com/index.php/admin/admin/

VPN links

Other Documentation/materials

Click here to view training link to give you an overview of our systems and current issues

Click here to view the customer-facing knowledge base that has detailed articles on our most frequently asked questions (feel free to link customers to these articles in your responses)

Click here to view our Support Escalation Paths – this is a larger but less curated and less up-to-date repository of information, probably less directly useful than the above resources but there if you need it

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