Process for when FAQ Needs to be Revised / Created

Process

When responding to tickets, if you identify that an FAQ requires updating or we don't have an FAQ but you think it would be worth having please do the following:

1. In a PRIVATE NOTE, insert the Canned Response 'New FAQ or Update Required'
2. If you don't have a specific ticket but you find a random FAQ that needs updating please still use a ticket by creating a new one. See More Below.
3. Complete the points so that the person doing the FAQ can see what needs to be done without having to read the whole ticket and guess.
4. Save the PRIVATE NOTE.
5. Set the status to 'Waiting on L2 Support'. Do not set it to closed or resolved - see below.
6. Add tag 'FAQ Needed' or 'faq needs updating'.
7. When L2 Support picks up the ticket they will update and ask questions if needed.
8. L2 Support will pass the ticket back to you to close once the documentation has been created / updated.
9. If you are busy use the Execute Scenario called create/update faq and then read the note added to the ticket.

Do not set the ticket to closed or resolved until it has been passed back to you by L2 after the necessary FAQ changes have been made.

More On Point 2:

In the event you want an FAQ updated but there is no relevant seller or active ticket you can please do the following:

1. Create a new tickets and use it just for the one instance.
2. Create your own FAQ ticket and keep it in your own queue in FD and use that one ticket for random update requests.
3. Add as much detail into the ticket / private note so that we understand what content needs revising.
4. My preference is to use a ticket and this process so Fern can keep a track of what is being done.
5. If a trello is needed I can create that.
6. I check for FAQ tickets every day.
7. I don't rely on slack to get FAQ requests.

FAQ Style Guide:

Coming Soon ...