Support Tickets

Within one hour, one of the following three things needs to happen:

  1. Respond to the agent with a resolution.


  2. Respond to the agent and let them know you are working on solving the issue. You can use the following template in this case:

    • Hey AGENT,


      I am looking into this further to get to the bottom of what is going on. Once I have more info, I will circle back with you.


      Thanks!


  1. Assign the ticket to someone else and respond to the agent with the following template so they know their request is being handled.

    • Hey AGENT,


      This has been assigned to INSERT HELP SCOUT USERS NAME, who will get this resolved for you.


      Thanks!

Types of Support Tickets that come in:

Important Notes:

*Sometimes someone will forward something to Support because an agent asked someone individually vs. going to support directly. For example, someone reached out to Bailey directly and it should have originally gone to support. When this happens, whoever forwarded the email to support (in this example it would be Bailey) is considered the 'customer' in HelpScout. You will need to change the customer to the agent who was asking for help.


Here is how to do this:

  1. Click 'Reply' on the support ticket.
  2. Click on the email address next to "To:"
  3. Hit the '⋁' next to the email address and select "Change Customer"

  1. Type in the agent's email address and select "Change Customer".
  2. Proceed with answering support request.


**When you copy the templates from below, the are in italics. You will want to adjust this and make it normal font in HelpScout so it doesn't look so templated.

Super Portal

  1. This is the most difficult to "train" on because the support tickets are normally pretty specific. We try to go in and investigate what the agent is referring to in their support ticket. Sometimes it's user error and other times it's a bug. In order to determine what is going on, you will need to duplicate the issue the agent's are experiencing. If you aren't having the same issue, it might be user error. If you experience the same problem, it is likely a bug.
    • User Error: we typically record a loom to help them visually see where they might be going wrong.
    • Bug: Duplicate the issue and screen record the issue for the developers and explain what is happening. While we are figuring out what is going wrong or the devs are working on this, we will shoot agents a quick response and say we are looking into and will get back with them. If you are having trouble with a bug report, feel free to loop in Desmond or Lexie for bug reports so we can pass along the information to the developers as needed.

  1. We sometimes get requests on how to use features in the Super Portal. When that happens, you can look in the Company Guide for How-To videos, or record one yourself. If you aren't familiar with the system, reach out to Desmond or Lexie for instructions so we can add documentation to it.


  2. Another type of request that you sometimes see is agent's providing feedback about the Super Portal. When that happens, you will want to add the agent's feedback to the following document: https://docs.google.com/document/d/1Evc03u9PwMWfxTowQbev9EFoG294rTybhKAj7r9XMo8/edit?usp=sharing. You can then respond to the agent with the following template:

    • Hey AGENT,


      Thanks so much for this feedback! I've documented what you would like to see added to the Super Portal. Eric and Lexie meet monthly to discuss agent feedback and will let you know if this is something we are able to get added. 


      Thank you!

Contract Questions / Gut-Check:

  1. Often times agents will reach out and ask contract related questions, have a one-off weird situation they need advice on, need a quick sanity check, or just double-checking high consequence decisions. When this happens, we will want to reply to the agent and cc the ASM team (asm@bramres.com). Here is the template you can use to respond.

    • Hey AGENT,


      I've looped in our ASM team to best advise you on this.


      Thanks!


**if an agent sends an attachment, when you cc in the ASM team, the attachment isn't included. You will need to download the attached document and upload it to you response. You can adjust the template to the following if there is a file attachment**

    • Hey AGENT,


      I've looped in our ASM team to best advise you on this.


      @ASM - I've attached the file that AGENT NAME included.


      Thanks!

Leasing Invoices / Checks

  1. Agents often ask about the status of their leasing invoice. Assign these requests to Desmond. Respond with the following template:

    • Hey AGENT,


      This has been assigned to Desmond, who will let you know about this check.


      Thanks!


Possible email template for Desmond after looking into invoice status:

    • Hey AGENT,

      (INSERT STATUS OF LEASE INVOICE). If you ever have questions about status of payment, you can always check the status of the transaction within RealScale! We make sure to keep those accurate with "payment received" whenever payments come in.


      Thanks!

Company Guide

  1. We sometimes get requests to update information on the Company Guide. It might be something like a preferred vendor. You can update the suggested info in the Company Guide and let the agent know you made those changes.

    • Hi AGENT,


      Thanks for the recommendation! I've added this info to the Company Guide.


      Thanks!


  1. We sometimes get support tickets asking questions that can be found in the company guide. When that happens, we redirect them using this:
    • Hi AGENT,

      This info can be found in our company guide here: LINK TO COMPANY GUIDE TO SHOW WHERE AGENTS CAN FIND INFO


      Hope this helps!


      Thanks!

Processing DAs

  1. You will sometimes get support tickets asking to get a DA processed. This normally happens when an agent needs the DA more last minute. We ask that a transaction is taken to "Closing Report" 7 days prior to a DA being processed. Look at the transaction they're asking about in RealScale and see when they updated the status to 'Closing Report'. If it wasn't within 7 days, this is typically a good response to this is:
    • Hey AGENT,

      Thanks for letting us know! We ask that these reports be submitted 7 calendar days in advance. We typically process DAs daily to facilitate closings, but sometimes a day gets skipped (and sometimes 2 days!).


      We will get that taken care of for you.


      Thanks!

Follow Up Boss

  1. We might get questions from an agent about something specific to a client in FUB, in which case you should start by searching that client's name and looking into the issue to see if you can get to the bottom of it.

  1. We sometimes get a request about a feature in FUB (for example, how to create mailing labels or where can you find

  1. You may also get a question that is more for FUB support. We use the template below (which is saved in HelpScout) to redirect the agents. Feel free to tweak as needed:
    • Hi (AGENT NAME),

      Oh no, I am sorry this is happening!


      We're always happy to help and it makes sense that you reached out to us because so much of our proprietary tech (Client Portal and Sphere Nurture) is built into FUB. However, the issue you are experiencing seems to be a general FUB issue, and the FUB Facebook group or their support team will have the expertise and resources to better help you.


      You can connect with Follow Up Boss’ support team by submitting a ticket or giving them a call at 855-622-5311. You can also post in the FUB Facebook group for a quicker response.


      Please continue to reach out to us. In the event you ever have trouble with the Client Portal or Sphere Nurture, we are the best contact. :)

RealScale

  1. Newer agents might ask about required docs in a transaction. A good response to this is:
    • Hey AGENT,

      All of our required docs can be found on the "documents" tab within the transaction in RealScale. Here is a cheat sheet that we use for reference:

      Image

      Thanks!


  1. Sometimes requests come through where the agent has issues logging in to RealScale. We will want to reset their password for them in their case. Find the agent in RealScale under Company -> Users and update their password to changemeplease and notify the agents of this change using the template below.

    • Hey AGENT,


      I went ahead and reset your password on RealScale. You new password is: changemeplease


      Let me know if you still have trouble accessing it.


      Thanks!

Reviews & Gift Cards

  1. When a client leaves a review for an agent, the agent will forward the thread to Support showing that reviews were left. These support tickets can be assigned to Hank. Then send the following email to agents:

    • Hey AGENT,


      This has been assigned to Hank, who will get those gift cards sent out for you.


      Thanks!

Withdrawing Listings

  1. If an agent wants to withdraw a listing, assign these support tickets to Felix and send the agent the following email:

    • Hey AGENT,


      This has been assigned to Felix, who will get this withdrawn for you.


      Thanks!

Design

  1. If an agent requests a design asset, wants to update their bio, edit a social media image, update their email signature etc. you can assign these support tickets to Tyler and send them the following email:

    • Hey AGENT,


      This has been assigned to Tyler, who will get that (INSERT REQUEST HERE - i.e. made, updated, edited) for you.


      Thanks!

3rd Party Support

  1. You might get support tickets that are asking about 3rd party tech that we don't support. When that happens, you can answer with the following email:
    • Hi (AGENT NAME),

      Oh no, I am sorry this is happening!


      We are always here to help where we can, but we also want to be sure you are getting the best and most efficient support possible. I would connect with (COMPANY NAME)’s support team at (SUPPORT EMAIL) or (SUPPORT PHONE NUMBER). They have the expertise and resources to better help troubleshoot this issue. 


      Please continue to reach out to us. We're always happy to help where we can, even if that means admitting we aren't the best contact for the issue at hand. :)

Vendor Gifts

  1. If an agent needs to cancel an order with one of our vendors, you will want to have them reach out to the vendor's directly. You can reply with the following email.

    • Hey AGENT,


      (VENDOR) will be able to cancel that for you no problem. You can reach them at (INSERT VENDOR CONTACT INFO).


      Thanks!

    • Here are the vendor contact info for cancellation:
      • Tiff's Treats: their customer service number: 512-473-2600
      • Austin Cake Balls: their store number: 512-826-4824
      • Bon Vivant: steely@bonvivantdelivered.com

      • Splendid Oaks Chocolates: 254-235-0792


  1. If agents have questions related to sending gifts, you can assign the task to Lexie and send the following response to the agents:

    • Hey AGENT,


      This has been assigned to Lexie who will get back to you about this.


      Thanks!

Email Distribution Group

  1. This is normally handled in onboarding / off-boarding, but every once in a while, someone might need to be added or removed from an email distribution group. Assign these support requests to Lexie and respond to the agent with the following:

    • Hey AGENT,


      This has been assigned to Lexie who will get this taken care of for you.


      Thanks!

Request Office Conference Room

  1. An agent ask about booking a conference room at the new office. When that happens, you can send them the following template:

Agent Headshots

  1. If an agent asks about signing up for headshots, you can respond with the following:
  1. If an agent needs to cancel their scheduled photoshoot date and it is within 7 days of the scheduled date, assign this ticket to Lexie and respond with the following.

    • Hey AGENT,


      This has been assigned to Lexie, who will connect with you about the cancellation policy and payment.


      Thanks!

Wiring Instructions

  1. If an agent or a title company reaches out about wiring instructions, assign the ticket to Desmond and respond to them with the following email:

    • Hey AGENT,


      This has been assigned to Desmond, who will reach out to you directly with wiring instructions.


      Thanks!

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