Support Ticket Process for VAs

Types of Support Tickets that come in:

  • Super Portal
  • Leasing Invoices
  • Company Guide
  • Processing DAs
  • Follow Up Boss
  • RealScale
  • Reviews & Gift Cards
  • Withdrawing Listings
  • 3rd Party Tech Support

Super Portal

  • 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.
User Error: we typically record a loom to help them visually see where they might be going wrong.
Bug: we 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.

Leasing Invoices

  • Agents often ask about the status of their leasing invoice. You can respond letting them know what the status is as well as including this blurb, so they know how to check this themselves moving forward:

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

  • We sometimes get requests to update information on the Company Guide. You can update the suggested info in the Company Guide and let the agent know you made those changes.

  • 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

  • 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. 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.

Follow Up Boss

  • 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.

  • 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

  • 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!

Reviews & Gift Cards

  • 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.
  • All posts with agent reviews are created by Rida automatically.

Withdrawing Listings

  • If an agent wants to withdraw a listing, assign these support tickets to Felix.

Design

  • If an agent requests a design asset, wants to update their bio, edit a social media image, etc. you can assign these support tickets to Tyler.

3rd Party Support

  • 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. :)
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