Daily Routine
As a distributed team, we highly value clear expectations and communication regarding what we are doing.
Clear communication keeps the whole team informed of activity and gives Support Leadership a simple way to know what’s happening at any given time.
Here’s a general overview of what is expected throughout the day. Any significant deviation from this should be discussed with the team.
- Login to Slack and announce that we’re starting our day (at-mentioning your team is not necessary for larger teams, but smaller teams may choose to.)
- Start the day with a 30-40 minute Mental Energy Kickoff – report in the appropriate slack channel what we accomplished (threaded on the “hello!” message from earlier)
- Unassigned/Assigned – always communicate in #support whenever we are switching between Docs, or Unassigned, or Assigned
- If it’s before 5:00 AM Pacific, check on Unassigned, If it’s out of control, get it in control. Otherwise, get as much Assigned done as we can until 5:00 AM Pacific.
- At 5:00 AM Pacific, work on Unassigned.
- Throughout the rest of our Priority Support time, prioritize first response times, and resolving Assigned tickets.
- Breaks – Announce our breaks and when we’ll be back. Eat, walk, or do something that gives us a MENTAL/PHYSICAL break away from the computer. Break length is not as important as communicating when we’ll be back, and making sure we are working enough hours total each day.
- Throughout our day, do our #QueueHealthHabits. This is particularly important to do before we move into “Decompress Time”.
- 30 Minutes before the end of our day, do something productive outside of Priority Support as Decompress Time.
Mental Energy Kick-off
Low Hanging Fruit
Working in the queue
Queue Health Habits
Product Feedback
Decompress Time
Free Support